ISG
17.11.2021 10:02:10 CET | Business Wire | Press release
Enterprises across Europe and the U.K. are turning to contact center-as-a-service (CCaaS) providers to address dramatic changes in customer buying and communication behavior prompted by the COVID-19 pandemic, according to a new report published today by Information Services Group (ISG ) (Nasdaq: III ), a leading global technology research and advisory firm.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for Europe and the U.K. finds customers are seeking more digital interactions with companies and improved experiences overall. At the same time, the contact center industry is being forced to use remote workers and adopt work-from-home and hybrid business models due to the pandemic. Contact center operators in Europe and the U.K. increasingly are transitioning to cloud-based contact center solutions with enhanced security requirements.
“During the pandemic, companies across Europe and the U.K. have been challenged to deliver better customer service through a variety of channels, including messaging and social media,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Many enterprises have realized that CCaaS providers represent one of the few routes that enable them to meet customer expectations.”
CCaaS solutions deliver several benefits, the report says. They are easy to deploy and integrate with other applications and systems, they offer high scalability, and they provide pricing flexibility. In addition, CCaaS solutions support multiple channels of communication, including voice, chat, email, social media, video and messaging apps.
Social media has become a customer service focus of many companies in Europe and the U.K., with content moderation, community management and web crawling seen as vital elements of a good social media plan. Many CCaaS providers are now offering these services.
Cloud-based contact center solutions are embedded with several technologies that can bring benefits to enterprise buyers, the report adds. They offer omnichannel customer engagement and analytics, as well as single-screen management functionalities that enable agents to deliver highly personalized services. Many CCaaS providers are using AI and machine learning to create even more personalization and achieve higher customer satisfaction.
In addition, CCaaS solutions often include a suite of workforce management capabilities that provide supervisors with real-time insights about team performance. Features and tools include automated coaching, sentiment scoring, analytics for performance improvement, and gamification that provides performance comparisons and customized avatars to keep agents motivated and focused, even in remote settings.
CCaaS providers also are investing in remote working setups to address issues with connectivity and background and environmental noise. The report sees the industry moving to a mix of brick-and-mortar and remote working models as the pandemic subsides.
With a range of functionalities in one solution, CCaaS is highly suitable for enterprises that want to deliver a high-quality customer experience with advanced technologies and the ability to integrate seamlessly with existing systems, the report concludes. It also makes remote working easier than legacy stack solutions with private network connectivity.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for Europe and the U.K. evaluates the capabilities of 18 providers in one quadrant: Contact Center as a Service.
The report names Content Guru, Five9, Genesys, NICE inContact, Odigo, Puzzel, and Talkdesk as Leaders in the quadrant.
In addition, Avaya was named a Rising Star—a company with a “promising portfolio” and “high future potential” by ISG’s definition.
The 2021 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., Germany, Switzerland, the U.K., France, the Nordics, Brazil and Australia/New Zealand, 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 700 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 .
View source version on businesswire.com: https://www.businesswire.com/news/home/20211117005559/en/
Link:
Social Media:
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
IQM and Real Asset Acquisition Corp. to Host Conference Call/Webcast to Discuss Proposed Transaction27.2.2026 13:00:00 CET | Press release
IQM Finland Oy, a global leader in full-stack superconducting quantum computers (“IQM”, “IQM Quantum Computers” or the “Company”), and Real Asset Acquisition Corp. (Nasdaq: RAAQ), a special purpose acquisition company (“RAAQ”), announced that they will host a conference call to discuss their recently announced business combination, including certain transaction highlights. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260227472716/en/ IQM Radiance quantum computer As previously disclosed, on February 23, 2026, IQM and RAAQ announced they have entered into a definitive business combination agreement, which will result in IQM becoming a public company and listing American Depositary Shares on one of the two leading U.S. stock exchanges. The transaction provides funding with the aim to accelerate IQM’s technology and commercial development towards fault-tolerance quantum computing, further advancing its position as a leading p
HighRadius Launches $0 Implementation Fee, $0 Subscription Fee via Outcome Based Pricing for oCFO Software27.2.2026 12:00:00 CET | Press release
HighRadius launches Office of the CFO first Outcome Based Pricing with $0 Implementation fee and $0 Subscription until Go-Live. Customers only pay a fraction of realized gains based on P&L impact. Chapter 1: Outcome Based Pricing (OBP)Introduction of OBP: HighRadius, a provider of 190+ AI agents for Order-to-Cash, Accounts Payable, Record-to-Report, and Treasury introduces Outcome Based Pricing (OBP). Three Components of OBP: Customers pay a) $0 in Implementation fees, b) $0 in Subscription fees until Go Live, c) HighRadius earns a fraction of the actual savings realized by the client. Chapter 2: US GAAP & ASC 606 ConstraintsNot Designed for Innovation: The traditional ASC 606 model requires companies to standardize and recognize revenue based on contractual obligations. For a traditional SaaS subscription, the obligation is access to software over time. AI agents are designed to deliver quantifiable, real-time Business Outcomes that do not fit the traditional accounting framework. Cha
Kioxia Appoints Yoshihiko Kawamura as Chief Financial Officer27.2.2026 09:15:00 CET | Press release
Kioxia Holdings Corporation (TOKYO:285A), a world leader in memory solutions, today announced the appointment of Yoshihiko Kawamura as Chief Financial Officer (CFO), effective April 1, 2026. Mr. Kawamura brings extensive international experience to Kioxia, having held assignments at Mitsubishi Corporation’s U.S. headquarters, served as General Manager of its Chicago office, and completed a tenure at the World Bank. At Hitachi, Ltd., he held senior leadership positions, including Chief Strategy Officer (CSO), Chief Financial Officer (CFO), and Chief Risk Management Officer (CRMO), where he was instrumental in leading the company’s management reforms. Since joining Kioxia as Executive Vice President in June 2025, Mr. Kawamura has worked closely with the executive team to advance the business through strategic capital and financial planning. Following its initial public offering on the Prime Market of the Tokyo Stock Exchange in December 2024, Kioxia is entering a new phase of growth char
DNP Invests in Rapidus to Support the Establishment of Mass Production for Next-Generation Semiconductors27.2.2026 08:18:00 CET | Press release
Will accelerate the development and mass production of EUV lithography photomasks Dai Nippon Printing Co., Ltd. (DNP, TOKYO:7912) today announced that it has participated in Rapidus Corporation’s funding round as one of the round investors. This strategic funding initiative supports Rapidus’ plan to steadily progress from its current R&D phase to mass production of 2nm (10⁻⁹ meters) logic semiconductors by 2027. Through this initiative, DNP will advance the development and mass production of EUV lithography photomasks and support Rapidus as it establishes a mass production system for 2nm & next-generation semiconductors. Background In recent years, the rise in energy consumption, in line with increased data generation, has become a challenge, driving demand for next-generation semiconductors capable of improving device performance and reducing power consumption. Next-generation semiconductors manufactured using EUV lithography enable the formation of finer patterns on silicon wafers co
EdgeConneX Looks to Enter Swedish Market as Part of European Data Center Expansion Strategy27.2.2026 08:05:00 CET | Press release
Planned data center campus in Skellefteå would support future AI and cloud infrastructure needs EdgeConneX®, an EQT portfolio company with an extensive Pan-European data center footprint, looks to expand its presence with a new site located in Skellefteå, Sweden. The data center site will be acquired from Lyten, a global company that specializes in lithium-sulfur batteries and energy storage. The site would support EdgeConneX broader strategy to expand digital infrastructure capacity across the Nordics. Subject to the completion of applicable administrative and regulatory processes, EdgeConneX will look to develop a data center campus with potential capacity of up to one gigawatt in support of future AI and cloud computing workloads. Upon completion, the data center campus would be one of the largest facilities in Europe that would be primarily powered by renewable energy. “Sweden represents an attractive long‑term market for digital infrastructure investment. The country’s access to r
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom