The ISG Provider Lens™ quadrant report on Contact Center — Customer Experience Services for Europe focuses on outsourcing services and the associated aspects of enhancing customer experience (CX). Providers are assessed based on their service offerings, delivery centers, language capabilities, FTEs and digital transformation elements such as consulting, AI and analytics capabilities.
This study on Contact Center — Customer Experience Services 2021 is aimed at understanding enterprise requirements and provider capabilities to meet their demands. It offers the following to IT decision-makers:
- Transparency on the strengths and weaknesses of relevant providers
- A differentiated positioning of providers by segments