In this Blueprint, we look specifically at the evolution of the Contact Center Operations market to a more agile, consumer-centric As-a-Service Economy. This Blueprint focuses on digital interactions and enabling technologies in the contact center. The Blueprint also includes a comparative analysis of the innovation and execution capabilities of 12 service providers in this market.
In the service provider analysis, unlike other quadrants and matrices, the Blueprint identifies relevant differentials between service providers across a number of facets under two main categories: innovation and execution. The author selected a subset of the service providers which provided materials for the Contact Center Operations Blueprint that demonstrated greater capabilities and case studies around digital enablement
Contact center operations services buyers are increasingly seeking more value from their engagements with providers, with the goal of improving customer experience. Buyers are looking to communicate with end customers using digital channels, and we see increased attention to and capability for use of talent and technology in areas such as automation and insight. In this Blueprint we use the Eight Ideals of The As-a-Service Economy as a significant element of our service provider assessment methodology.
2. Key Market Dynamics
3. Research Methodology
4. Service Provider Analysis and Profiles
5. Market Direction and Recommendations
6. About the Author