Contact center services have evolved into customer experience services. Organizations are now taking a holistic approach toward customer services and how they are being delivered. Operating models have changed and shifted from mere full-time employee (FTE)-based models; shoring mix requirements have evolved; digital technologies have become table stakes and converting data into insights is the need of the hour. Channel proliferation and the demand for immediate responses have significantly increased during the crisis. Requirements for an omni-channel strategy and a seamless customer experience have always existed but have now increased exponentially.
Given the growing needs and changing landscape of customer service, service providers in this space are evaluated based on the different offerings they bring to the client’s table to address modern customer experience requirements. In this space, Infosys has been featured in the 2020 ISG Provider Lens™ Contact Center – Customer Experience Services Global report in the Digital Operations and AI & Analytics Quadrants. This report is relevant to enterprises across all industries globally that are evaluating contact center providers, especially for leveraging their digital operations, and AI & analytics services. It lays out the current market positioning of global contact center digital operations players delivering exceptional customer experiences and how they address key enterprise challenges in the region.
Infosys is positioned as a Market Challenger in the Contact Center – Customer Experience Services − Digital Operations Quadrant, with the following strengths:
Infosys is a Product Challenger in the Contact Center – Customer Experience Services – AI & Analytics Quadrant:
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