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Brazilian corporations are detecting the link between satisfied workers and satisfied customers, according to the ISG Provider Lens™ report.
SÃO PAULO, Oct. 11, 2023–(BUSINESS WIRE)–Brazilian corporations are strengthening their CX to meet the desires of consumers accustomed to receiving fast, efficient, and personalized attention, according to a new research report released today by Information Services Group (ISG) (Nasdaq: III), a leading global generation research and advisory firm.
The 2023 ISG Provider Lens Customer™ Experience Services report for Brazil shows that the COVID pandemic has led to a shift in customer expectations to be able to interact with businesses on their own terms. Data should be private and its interactions should remain private, ISG explains.
“Now that expansion has resumed, Brazilian companies recognize the need for their visitor service,” said Wayne Butterfield, partner at ISG Digital Solutions. “That’s why CX facilities have become more vital than ever. “
The benefits of a longer visitor experience are limited to visitors. According to the ISG report, the market understands that a greater visitor experience is intrinsically connected to a positive employee experience. As a result, service providers are increasingly adopting flexible technologies and enabling provisions and systems to improve the quality of life and well-being of their workers, according to the report.
AI is arguably booming, but the days of well-trained human agents to solve pressing conditions with patience and sensitivity are not yet over, the ISG report says. Voice service in Brazil is wasting ground against virtual channels, but it’s still relevant, especially in cases where consumers want to solve complex problems, ISG says.
Although there is an ongoing debate about the pros and cons of face-to-face and remote painting styles, for Brazilian touch centers the hybrid style is still a strong trend that is here to stay, says the ISG report. In flexible painting situations, Brazilian and global suppliers are investing in the development or acquisition of platforms to centralize paint management. Some are even adopting 100 percent virtual processes for selecting, evaluating, interviewing, and recruiting agents, ISG says.
“Virtual responses and remote operations are no longer competitive differentiators,” said Jan Erik Aase, spouse and global leader of ISG Provider Lens Research. “Brazilian companies recognize the desire to invest in responses that are robust, in fact flexible, scalable and, above all, secure. “
The report also examines how debt collection is a facet of Brazil’s touch-based intermediary market and accounts for a significant portion of its revenue.
The ISG Provider Lens™ Customer Experience Services 2023 report for Brazil evaluates the roles of 31 providers in quadrants: Digital Operations, Hybrid Workplace Solutions, Intelligent Customer Experience (AI & Analytics), CX Social Services, and Debt Collection Services.
The report places AeC and Atento as leaders in all five quadrants, while Foundever and Teleperformance are named leaders in 4 quadrants each. Algar Tech and AlmavivA are named leaders in 3 quadrants each, while Konecta, Neo and Pluris Midia are named leaders in two quadrants each. The report names Callink, Home Agent, Paschoalotto, Sercom and Webhelp as leaders in one quadrant each.
In addition, Concentrix is named Rising Star (a company with a “promising portfolio” and “strong long-term potential” as defined by ISG) in two quadrants, while Intervalor, Kainos and Konecta are referred to as Rising Stars in one quadrant each.
AeC will be able to obtain a customized edition of the report.
The 2023 ISG Provider Lens™ Customer Experience Services report for Brazil is available for subscribers or for a one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant is the only service provider assessment of its kind that combines empirical and knowledge-based studies and market research with real-world experience and observations from ISG’s global advisory team. Companies will find a wealth of in-depth insights and market research to help them choose the right sourcing partners, while ISG advisors will use the reports to validate their own market knowledge and make recommendations to ISG’s corporate clients. The study currently covers providers offering their services globally, in Europe and in the United States, Canada, Brazil, the United Kingdom, France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with more markets to be added in the future. To learn more about ISG Provider Lens studies, visit this webpage.
Another important series of studies, as reported by ISG Provider Lens Archetype, provides a first-of-its-kind assessment of suppliers among express buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a world-leading generation studies and consulting company. A trusted business partner to more than 900 clients and more than 75 of the world’s 100 smartest companies, ISG is committed to helping businesses, public sector organizations, and generation and service providers achieve operational excellence. and faster growth. The company specializes in virtual transformation services, adding automation, cloud and knowledge analytics; procurement consulting; controlled governance and threat services; network operator services; design of methods and operations; replace management; Marketplaceplaceplace intelligence and generation studies and studies. Founded in 2006 and headquartered in Stamford, Connecticut, ISG employs more than 1,600 virtual-ready professionals operating in more than 20 countries. A global team known for its cutting-edge thinking, market influence, deep industry and generation experience and world-class leadership. studies and study functions based on the maximum comprehensive market knowledge in the industry. For more information, www. isg-one. com.
See the edition on businesswire. com: https://www. businesswire. com/news/home/20231011024053/en/
Contacts
Press:
Will Thoretz, ISG 1,203,517 3119will. thoretz@isg-one. com
Thábata Mondoni, Mondoni Press for ISGMobile: 11 98671 5652thabata@mondonipress. com. br