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Information Services Group, Inc. reports developments as a global AI-centered technology research and advisory firm serving enterprise technology and business-services markets. The company publishes research on digital transformation, AI adoption, sourcing, cloud and data analytics, provider ecosystems, governance, risk, software, network and technology strategy.
Recurring news includes ISG Provider Lens® studies across industries such as healthcare, life sciences, aerospace and defense, automotive and mobility, SAP ecosystems and global capability centers. Company updates also cover quarterly results, GAAP and non-GAAP performance measures, advisory-market trends and the role of AI, automation, data platforms and managed services in enterprise operations.
The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services report for Europe highlights the growing demand for advanced CX tools in European enterprises. Key findings include:
1. Businesses are seeking provider support for analytics, omnichannel engagement, and personalization to enhance both customer and agent experiences.
2. AI-powered systems are automating processes, allowing agents to focus on complex issues.
3. Balancing technology and human interaction remains crucial, with customers valuing empathy from human agents.
4. Generative AI has potential to transform CX but faces adoption challenges due to security concerns.
5. The report evaluates 28 providers across three quadrants: Digital Operations, Intelligent Agent Experience, and Intelligent CX (AI & Analytics).
The 2024 ISG Provider Lens™ AWS Ecosystem Partners report for the U.K. highlights the dominance of Generative AI (GenAI) in strategic plans of AWS ecosystem providers. These providers are integrating GenAI into various offerings to meet enterprise demands for improved productivity and growth. The report also notes the increasing focus on FinOps services, including green FinOps, to address cloud cost concerns.
Key trends include:
- Growing demand for hybrid and multicloud architectures
- Increased interest in cloud repatriation services
- Rising need for VMware to AWS cloud migrations
The report evaluates 36 providers across four quadrants, naming several leaders in each category. It also highlights the importance of AWS ecosystem providers in helping enterprises navigate cloud challenges and comply with regulations.
The 2024 ISG Provider Lens™ report reveals that Australian enterprises are outsourcing contact center operations to leverage new technologies and reduce labor costs. Companies are focusing on integrated solutions combining technology, optimized processes, and workforce expertise. Key trends include:
1. Adoption of cloud-based contact centers for scalability and business continuity
2. Implementation of AI-enabled automation for routine tasks
3. Use of speech and sentiment analytics to gauge customer attitudes
4. Potential disruption from GenAI in customizing responses and empowering agents
5. Growing complexity of regulatory compliance
6. Balancing onshore and offshore operations
The report evaluates 26 providers across two quadrants: Digital Operations and Intelligent Operations, naming several Leaders in each category.
The 2024 ISG Provider Lens™ global Specialty Analytics Services report highlights increased investment in advanced analytics by life sciences and healthcare enterprises to boost competitiveness. Key findings include:
1. Rapid improvements in AI, including generative AI, are helping companies better understand customer needs and make informed decisions.
2. Firms are applying advanced analytics and AI to research, operations, and product commercialization as part of data modernization strategies.
3. Specialty analytics providers are empowering companies to implement custom-built advanced analytics solutions.
4. AI is being used for various applications, including drug demand forecasting, supply chain monitoring, and clinical data analysis.
5. Healthcare providers are using AI tools to boost efficiency and deliver better care.
The report also identifies key future advancements, including increased use of telehealth and personalized precision medicine.
Brazilian enterprises are investing in contact center innovations to meet growing customer expectations while controlling costs, according to a new ISG Provider Lens™ report. Companies are adopting AI, automation, and Generative AI to transform customer experiences and improve operational efficiency.
Key findings include:
- Many Brazilian firms are outsourcing contact center functions to optimize costs and access best practices
- Generative AI is being used to develop more advanced chatbots and virtual assistants
- Automation is freeing agents from repetitive tasks, allowing focus on customer satisfaction
- AI-enabled analytics are transforming billing contact centers, prioritizing contacts and anticipating debtor behavior
The report evaluates 31 providers across four quadrants, with AeC and Atento named as Leaders in all four. The adoption of new technologies is expected to continue, with vast potential for further improvements in productivity and customer experience.
The 2024 ISG Provider Lens™ Workday Ecosystem report for the U.S. reveals that enterprises are increasingly leveraging service providers to maximize the benefits of Workday's cloud-based HCM platform. Key findings include:
1. Workday's recent enhancements, such as AI-enabled analytics and improved security, are important for digital transformations.
2. Employee experience (EX) is a major driver for Workday adoption, with its user-friendly interface and mobile capabilities.
3. U.S. companies are focusing on interoperability between Workday and third-party platforms for streamlined operations.
4. Intelligent automation and AI integration are gaining momentum in HR functions.
5. The report evaluates 28 providers across three service quadrants, naming several as Leaders in various categories.
Information Services Group (ISG) has launched a research study on mainframe services and solutions providers. The results will be published in the ISG Provider Lens™ reports, titled 'Mainframes – Services and Solutions 2025', scheduled for release in March 2025. The study will cover providers offering mainframe optimization services, outsourcing, mainframe as a service (MFaaS), and support for cloud migration.
The research will focus on five key areas: Mainframe Optimization Services, Mainframe-as-a-Service (MFaaS), Mainframe Operations, Mainframe Application Modernization Software, and Application Modernization Services. ISG has distributed surveys to over 140 providers and will produce reports covering the global market, with specific focus on the U.S., Europe, and Brazil.
The study aims to help enterprise buyers evaluate vendor relationships and offerings, while ISG advisors will use the information to recommend providers to clients. The research is driven by increased demand for mainframe modernization, particularly due to the rise of Generative AI solutions requiring mainframe data access.
The 2024 ISG Provider Lens™ AWS Ecosystem Partners report for the U.S. highlights growing adoption of cloud services across multiple industries, expanding the market for AWS and its partners. U.S. enterprises are strategically adopting cloud services for specific goals like establishing DevOps frameworks, with a focus on cost, security, and resilience.
Key trends include:
- Increased demand for cloud migration and post-migration services
- Combining AI with analytics for improved decision-making
- Generative AI driving cloud computing and storage use
- AWS emerging as a preferred platform for SAP workloads
- Growing popularity of hybrid and multi-cloud strategies
- Increasing focus on cloud sustainability
The report evaluates 49 providers across four quadrants, naming several companies as Leaders in various categories. Persistent Systems is recognized as the global ISG CX Star Performer for 2024 among AWS ecosystem providers.
Information Services Group (ISG) has announced the winners of the 2024 ISG Paragon Awards™ for North America, recognizing innovative approaches in sourcing industry partnerships. The awards ceremony took place on September 25 at the Westin Dallas Stonebriar Golf Resort & Spa. Over 70 applications were submitted by 30 solution, technology, or service providers.
The winners in various categories include:
- Excellence: Mastek with The Vitamin Shoppe®
- Innovation: Customertimes with Virginia Mental Health
- Transformation: Genpact with McKesson Corp
- Workplace of the Future: Avaya with American Heart Association
- AI Pacesetter: Prophecy with The Texas Rangers
John Boccuzzi, Jr., partner and president of ISG Research, congratulated the winners, highlighting the importance of successful sourcing partnerships in delivering business success.
According to a new ISG Market Lens™ study, companies using mainframes expect to increase their mainframe spending while also increasing public cloud adoption. The survey of 200 executives in the Americas and Europe found that:
- 33% expect to upgrade existing mainframe processors or storage
- 40% expect to increase capacity for traditional mainframes
- 1 in 6 expect to purchase a new mainframe over the next three years
Key findings include:
- Mainframe compute and storage requirements are expected to rise, particularly in MFaaS
- 60% of enterprises have migrated some applications to the cloud in the past 3 years
- 40% have migrated to MFaaS
- Top priorities are cost optimization, retiring legacy systems, adding AI capabilities, and information security
- Nearly a third face challenges in accessing mainframe skills and talent