Brazilian Enterprises Want Contact Centers Offering Chat Bots, AI - Seite 2

The report also recommends increased training because Brazilian customers still demand a human touch to contact center services. Providers and users of contact center services should invest in training and in empowering human agents with behavioral tactics. Contact centers should allow humans and machines to work together seamlessly.

The 2020 ISG Provider Lens Contact Center – Customer Experience Services Report for Brazil evaluates the capabilities of 29 providers across two quadrants: Digital Operations and AI and Analytics.

The report names AeC, AlmavivA, Atento, Connvert and Teleperformance as leaders in both quadrants and Algar Tech, LIQ, Neobpo and Sercom as leaders in one quadrant. Home Agent and Konecta are both named rising stars in the Digital Operations quadrant.

Customized versions of the report are available from Connvert and Home Agent.

The 2020 ISG Provider Lens Contact Center – Customer Experience Services Report for Brazil is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens Research

The ISG Provider Lens Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe and Latin America, as well as in the U.S., Germany, Switzerland, the U.K., France, the Nordics, Brazil and Australia/New Zealand, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

Starting this year, each ISG Provider Lens study will include a Global Summary to help enterprise subscribers better understand provider capabilities across all geographic markets covered by that study. All ISG Provider Lens reports also will now include an Enterprise Context feature to help executives quickly identify key insights related to their roles and responsibilities.