European Contact Centers Meet Challenges via the Cloud

A growing number of enterprises in Europe are achieving improved customer engagement through cloud contact centers as consumer behavior, work modes and relevant technologies evolve, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2022 ISG Provider Lens™ Contact Center as a Service – CX report for Europe and the U.K. finds the European market for cloud contact centers is booming due to several major benefits of contact-center-as-a-service (CCaaS) offerings, including scalability, security, agent productivity, and cost and time savings.

“Every industry is focused on customer retention, and great customer experience is the key to achieving that goal,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “The cloud gives companies access to modern customer experience capabilities they need to keep up with changing markets.”

In the wake of the COVID-19 pandemic, reaching customers through seamless conversations across multiple channels has become an essential part of customer service, the report says. At the same time, the growth of remote and hybrid work has created new challenges for ongoing, positive engagement with contact center employees, which can make a major difference in the ability to deliver high-quality customer outcomes.

Enterprises in Europe and the U.K. are differentiating themselves by using new features included in many CCaaS offerings, often powered by advanced AI and machine learning, ISG says. These include chatbots and other persona-based technologies for automated issue resolution. Automated coaching, SLA/KPI monitoring and gamification provide new ways to improve contact center employee experience and performance.

“Continuous improvements in AI are giving enterprises more confidence in what it can do,” said Wayne Butterfield, partner, ISG Automation. “More contact centers are using AI to ingest huge amounts of data to augment human capabilities and hand off queries to the best agent when needed.”

Social media is becoming an increasingly important channel for brands in Europe to engage with existing customers and reach new ones, the report says. Enterprises are tapping into a growing number of tools providers offer for functions such as content moderation, community management and 24/7 monitoring and interaction.

The report also explores other CCaaS trends in the region, including the rise of customer experience to a top issue for C-level management and the continuing wave of mergers and acquisitions among service providers.

The 2022 ISG Provider Lens™ Contact Center as a Service – CX report for Europe and the U.K. evaluates the capabilities of 21 providers in one quadrant: Contact Center as a Service (CCaaS).

The report names Avaya, Content Guru, Five9, Genesys, NICE CXone, Odigo, Puzzel and Talkdesk as Leaders in the quadrant.

In addition, Amazon Connect is named a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in the quadrant.

A customized version of the report is available from TCN.

The 2022 ISG Provider Lens™ Contact Center as a Service – CX report for Europe and the U.K. is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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Contact information

Press Contacts:

Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com

Kate Hartley, Carrot Communications for ISG
+44 (0)20 3457 6403
kate.hartley@carrotcomms.co.uk