- ISG to evaluate over 90 contact center service providers using AI technologies
- New ISG Provider Lens™ reports set for release in October 2025
- Reports to focus on Australia, Brazil, and Europe
Information Services Group (ISG) (Nasdaq: III) has initiated a comprehensive research study to evaluate contact center service providers utilizing generative AI and other advanced technologies to enhance customer experience services. The findings of this study are expected to culminate in a series of ISG Provider Lens™ reports, scheduled for publication in October 2025.
This research will thoroughly assess over 90 service providers across three primary quadrants: Digital Operations, Intelligent Agent Experience, and Intelligent CX (AI & Analytics). The evaluation aims to identify providers that assist enterprises in optimizing key performance indicators (KPIs) and achieving significant business outcomes through AI-driven innovations.
ISG's reports will offer a global perspective, with a concentrated focus on Australia, Brazil, and Europe. The study will not only provide insights into cutting-edge contact center technologies but also empower enterprise buyers to appraise their existing and potential vendor engagements effectively. Leading the research efforts in their respective regions are ISG analysts Hemangi Patel, Dr. Kenn Walters, and Adriana Frantz.
