Australian Firms Inject AI, Automation into Contact Centers Via Investing.com
Companies are turning to external providers to access new technologies, improve customer and agent experiences, says ISG Provider Lens™ report
SYDNEY–( BUSINESS WIRE )–Australian businesses are outsourcing contact center jobs to take advantage of new technology and save labor costs, according to a new research report published today. Information Services Group (ISG) (Nasdaq: NASDAQ: ), a leading global technology research and advisory firm.
The 2024 ISG Provider Lens™ Contact Center ” Australian Customer Experience Services Report finds that active contact centers in Australia combine traditional and innovative methods of customer service across all channels to keep pace with changing customer preferences. Companies are automating processes to create greater efficiency and improve costs, embracing advances in AI and other technologies to continue this trend.
Contact center strategies for Australian companies are now driven by senior management, says Michael Gale, partner and regional leader, ISG Asia Pacific. They specialize in integrated solutions that combine technology, improved processes and employee experience.
Advances in technology, new customer demands and a changing workplace are forcing Australian businesses to reassess their contact center operations, the report says. Since the COVID-19 pandemic, they have turned to cloud-based communication centers to ensure resilience, security and business continuity in times of crisis. This shift is expected to increase demand for cloud-based parallel tools, such as unified communications as a service (UCaaS) and agent interaction features.
Companies are already embracing AI-enabled automation of contact center tasks, such as ticketing, query handling and customer data management, ISG said. This reduces response time and increases efficiency, allowing human agents to focus on more complex, incremental interactions. Also, AI applications such as speech and emotion analytics have strengthened companies' ability to measure and respond to customer situations.
GenAI could be on the verge of a major disruption to the contact center industry, in Australia and other markets, as use cases proliferate, the report says. Among other things, it can help companies analyze past interactions with consumers to customize responses and empower human agents with suggestions during live chats. Most of the GenAI use cases being developed are either mature proofs of concept or already implemented.
AI, analytics and automation are transforming the contact center industry in Australia, says Jan Erik Aase, partner and global leader, ISG Provider Lens Research. GenAI is the next step in improving the customer and agent experience.
The report also examines other contact center trends in Australia, including the growing complexity of compliance and the ongoing efforts by providers to balance onshore and offshore operations.
For more information on the contact center challenges facing Australian businesses, including the need to expand the search for talent beyond geographic boundaries and a keen interest in leveraging technology to improve collaboration, as well as ISG's advice on overcoming them, see the ISG Provider Lens™ Focal Points. inform here.
The 2024 ISG Provider Lens™ Contact Center ” Australian Customer Experience Services Report examines the capabilities of 26 providers across two quadrants: Digital Operations and Intelligent Operations.
The report names Find BPO, Concentrix, Datacom, Foundever, Probe Group, Tech Mahindra, Teleperformance and TSA as leaders in both quadrants. It names Genpact (NYSE: ), TTEC and WNS (NYSE: ) as Leaders in one quadrant each.
In addition, Genpact and TTEC were named as emerging companies ” with a promising portfolio and high future potential by ISG definition ” in one quadrant each.
A customized version of the report is available from Probe Group.
In the field of customer experience, HCTech is named a 2024 global ISG CX Star Performer among contact center providers. HCTech achieved the highest customer satisfaction score in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, a recognition of the industry's leading quality technology and business services.
The 2024 ISG Provider Lens™ Contact Center ” Australian Customer Experience Services Report is available to subscribers or as a one-time purchase from this web page.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider assessment of its kind to combine empirical, data-driven research and market analysis with real-world experience and insights from ISG's global advisory team. Businesses will receive a wealth of detailed data and market analysis to help guide their selection of suitable partners, while ISG consultants use the reports to validate their market knowledge and make recommendations to ISG business clients. The survey currently includes providers offering their services worldwide, across Europe, as well as in the US, Canada, Mexico, Brazil, UK, France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets added in the future. For more information about the ISG Provider Lens study, please visit this webpage.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world's top 100 enterprises, ISG is committed to helping companies, public sector organizations, and service and technology providers achieve efficiency and rapid growth. The company specializes in digital transformation services, including AI, cloud and data analytics; acquisition advice; managed governance and risk services; carrier services; strategic planning and implementation; change management; market intelligence and research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals working in more than 20 countries” a global team known for its innovative thinking, market influence, deep industry and technology expertise, and standards of the world. research and analytical skills based on extensive market data. For more information, visit www.isg-one.com.
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Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978 518 4520
isg@matternow.com
Source: Information Services Group, Inc.
