ISG to Assess Contact Center Customer Experience Service Providers

Upcoming ISG Provider Lens™ report will study companies utilizing AI to help enterprises improve end-to-end customer experiences

Information Services Group, a global AI-centered technology research and advisory firm, has launched a research study examining service providers leveraging generative AI (GenAI), agentic AI and other technologies to revolutionize the competitive landscape for contact center services.

The study results will be published in a series of ISG Provider Lens™ reports, called Contact Center – Customer Experience Services, scheduled to be released in October 2025. The geographically focused reports will cover companies that help enterprises redefine their operational frameworks, optimize their KPIs and achieve impactful business outcomes.

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

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Providers in the contact center space are increasingly investing in the expansion of their solutions portfolios, transitioning beyond conventional models to deliver end-to-end, customer experience (CX)-focused capabilities. These providers must now cultivate extensive technological expertise and skilled personnel, along with the ability to deliver AI-driven innovations.

“To remain relevant in this evolving environment, providers must adopt ability, drive innovation and build domain expertise while integrating AI-driven solutions effectively,” said Namratha Dharshan, chief business leader, ISG India Research. “As the contact center industry evolves, empowering people, processes, data and technology will be vital to this evolutionary process.”

ISG has distributed surveys to more than 90 contact center service providers serving the global market. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the contact center services the typical enterprise buys based on ISG’s experience working with its clients.

The three quadrants are:

• Digital Operations, evaluating providers of consulting services, their domain and industry knowledge and their technological expertise. Providers in this space must demonstrate expertise in designing tailored solutions with optimal operating models, technology capabilities, scalable infrastructure and flexible delivery models.

• Intelligent Agent Experience, assessing providers of AI-based assistance empowering agents with real-time insights to help enterprises make better informed decisions. Providers may incorporate non-technological elements to their portfolios such as training curricula, supportive work environments, continuous feedback mechanisms, work/life balance guidance and career development opportunities and programs.

• Intelligent CX (AI & Analytics), studying providers of AI systems offering valuable insights into customer preferences, past interactions and potential customer pain points. AI-driven tools such as sentiment analytics and voice recognition help contact centers better understand their customers’ sentiments and behavior.

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Geographically focused reports from the study will cover the global contact center customer experience services market and examine products and services available in Australia, Brazil and Europe, as well as worldwide. ISG analysts Hemangi Patel (Australia), Dr. Kenn Walters (Europe) and Adriana Frantz (Brazil) will serve as lead authors of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as contact center service providers can contact ISG and ask to be included in the study.

All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are invited to complete this online survey. Participants will receive a copy of this report in return for their feedback.

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Source – Businesswire

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