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    Cost-cutting, GenAI Drive Contact Center Outsourcing

    Enterprises worldwide continue to outsource contact center functions, in search of lower costs and new technologies, despite a decline in the annual value of service contracts, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

    The 2024 ISG Provider Lens global Contact Center — Customer Experience Services report finds that the annual contract value for customer service business process outsourcing (BPO) shrank from $1.2 billion in the first half of 2023 to $0.8 billion in the first half of 2024. However, the number of contracts increased. This was in line with overall trends in BPO services as the market returned to pre-pandemic levels of demand following unprecedented growth in 2022 and early 2023.

    “Cost reduction is the biggest driver of contact center outsourcing, but in most engagements, it is not the only objective,” said Wayne Butterfield, ISG partner, digital solutions. “Enterprises want providers to infuse their operations with new technologies that will improve customer and agent experience.”

    As customer service technology quickly evolves, especially through cloud and AI innovation, companies are now integrating their internal IT resources with those of BPO providers, the report says. The gradual growth of IT-BPO integration comes as enterprises recognize the need for solutions that combine technology, workforce expertise and optimized processes.

    The shift from on-premises to cloud-based contact centers is rapid and widespread, driven in part by the needs of employees working remotely and consumers who want to engage with brands over multiple digital channels, ISG says. Companies are also quickly deploying analytics tools to improve customer acquisition and retention.

    The contact center industry is one of the most aggressive adopters of generative AI (GenAI), with many use cases already implemented or in mature proofs of concept, the report says. Emerging benefits of the technology include shorter query handling times, higher rates of resolving issues on the first call, fewer errors and improved customer and employee satisfaction. The most common use of GenAI today is in bots assisting agents, and companies are also pursuing more advanced applications, such as customer self-service bots and real-time translation.

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    Cost-cutting, GenAI Drive Contact Center Outsourcing Enterprises worldwide continue to outsource contact center functions, in search of lower costs and new technologies, despite a decline in the annual value of service contracts, according to a new research report published today by Information …