Australian companies invest in workforce tools and customer data analytics after pandemic disrupts contact centers

ISG Provider Lens ™ report finds continuous change as businesses partner with vendors to manage agents remotely and deliver more personalized customer experiences

SYDNEY, October 27, 2021– (BUSINESS WIRE) – Australian businesses have changed the way they run contact centers and serve customer needs since the start of the COVID-19 pandemic, and this transformation is expected to continue over the next few years , according to a new report released today. by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and consulting company.

The 2021 ISG Provider Lens ™ Contact Center – Customer Experience Services for Australia report reveals that regulations triggered by the pandemic have disrupted supply chains and work practices, increasing the need for workforce engagement and management -working and encouraging companies to adopt new technologies.

“Contact center agents create customer experiences that can determine the success or failure of Australian businesses,” said Scott Bertsch, partner and regional manager of ISG Asia-Pacific. “Organizations that maximize the efficiency of remote and on-site agents help retain customers now and in the future. “

Following work-from-home mandates imposed at the onset of the COVID-19 crisis, Australian businesses have introduced more flexible working arrangements to attract more skilled and experienced contact center staff, according to the report. The growth of remote working has increased the demand for workforce management and engagement solutions to help agents, including gig workers, better manage their own workloads. Companies are also increasingly turning to cloud-based contact center solutions, seeking to protect their operations in the event of a future crisis, the report says.

Australian contact centers are also implementing analytics to better understand the needs and preferences of individual customers for a deeper and more personalized level of service, according to ISG. Businesses are rapidly increasing the use of structured data, such as customer feedback feeds and transaction data, and unstructured data such as social media and web browsing information. The need for businesses to manage huge volumes of unstructured data creates a growing opportunity for service providers to offer AI systems that aggregate, analyze, and interpret data.

As businesses become more proficient at collecting, combining and using customer data to gain insight, contact centers will play more strategic and central roles in Australian organizations, ISG predicts. Customer data will even help organizations deliver more innovative experiences and generate new revenue streams.

Many Australian companies are increasing their investments in digital solutions such as robots, which can help support human contact center agents, the report says. ISG anticipates a shift over the next five years from reliance on customer support over the phone and in person to lower-cost self-service channels such as chat bots, smartphone apps, social media and marketing. instant messaging. Businesses may face integration challenges when trying to offer customers an omnichannel experience that mixes traditional and digital options, so the opportunities for customer experience consulting firms are expected to expand.

The 2021 ISG Provider Lens ™ Contact Center – Customer Experience Services for Australia report assesses the capabilities of 26 suppliers in three quadrants: Digital Operations, Work From Services and Social Media CX Services.

The report names Datacom, ProbeCX, Sykes, TSA and Wipro as leaders in all three quadrants. He names Concentrix and TCS as leaders in two quadrants each and Acquire BPO as leader in one quadrant.

In addition, Cognizant, Concentrix, Infosys and Startek are named Rising Stars – companies with a “promising portfolio” and “high future potential” as defined by ISG – in one quadrant each.

Customized versions of the report are available from ProbeCX and TSA.

The 2021 ISG Provider Lens ™ Contact Center – Customer Experience Services for Australia report is available for subscribers or for a one-time purchase on 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 and data-driven research and market analysis with the real-world experience and observations of the advisory team. world of ISG. Companies will find a wealth of detailed data and market analysis to help them select suitable sourcing partners, while ISG advisors will use the reports to validate their own market knowledge and make recommendations to corporate clients. ISG. The research currently covers providers offering their services around the world, in Europe, as well as in the United States, Germany, Switzerland, United Kingdom, France, the Nordic countries, Brazil and Australia / New Zealand, with additional markets to be added in the future. For more information on ISG Provider Lens research, please visit this webpage.

A complementary research suite, the ISG Provider Lens Archetype reports, provides a unique assessment of suppliers from the perspective of specific types of buyers.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and consulting company. A trusted business partner to more than 700 customers, including more than 75 of the world’s 100 largest companies, ISG is committed to helping businesses, public sector organizations, and service and technology providers achieve operational excellence. and faster growth. The company specializes in digital transformation services including automation, cloud and data analytics; procurement advice; managed governance and risk management services; network operator services; design of strategy and operations; change management; market intelligence and technology research and analysis. Founded in 2006, and headquartered in Stamford, Connecticut, ISG employs more than 1,300 digitally ready professionals operating in more than 20 countries — a global team known for their innovative thinking, market influence, deep industrial and technological expertise. , and its world-class expertise. Industry’s most comprehensive market data-driven research and analysis capabilities. For more information, visit

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Will Thoretz, ISG
+1 203 517 3119
[email protected]

Erik Arvidson, Matter Communications for ISG
+1 617 874 5214
[email protected]

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