Australian companies increasingly outsource contact centers to harness AI: ISG
SYDNEY, AUSTRALIA — Australian enterprises are increasingly outsourcing their contact center operations to leverage advanced technologies and reduce labor costs, according to a recent report by Information Services Group (ISG).
This strategic move highlights how companies are integrating traditional and innovative methods to deliver exceptional omnichannel customer service and adapt to evolving customer preferences.
AI and automation enhance efficiency
ISG’s report revealed that Australian firms are adopting AI-enabled automation for routine tasks such as ticket categorization, query handling, and customer data management. This shift not only shortens response times but also enhances efficiency, allowing human agents to focus on more complex interactions.
AI applications like speech and sentiment analytics are further empowering companies to understand better and respond to customer attitudes.
“AI, analytics, and automation are transforming the contact center industry in Australia,” stated Jan Erik Aase, partner and global leader at ISG Provider Lens Research. “GenAI is the next step to improving both customer and agent experiences.”
Cloud solutions for scalability and security
In response to technological advancements and changing workplace dynamics, Australian enterprises are reassessing their contact center operations. Since the COVID-19 pandemic, there has been a significant shift towards cloud-based contact centers to ensure scalability, security, and business continuity during crises.
This transition is expected to boost demand for complementary cloud-based tools such as unified communications as a service (UCaaS) and agent engagement features.
Generative AI: Transforming customer interactions
Generative AI (GenAI) is poised to disrupt contact center operations in Australia and beyond. The technology offers capabilities such as analyzing previous consumer interactions to customize responses and providing real-time suggestions during live chats.
Many GenAI use cases are already in advanced stages of development or implementation.
Industry leaders set the benchmark
The ISG report also assessed 26 service providers that Australian companies could consider for outsourcing their contact center operations. These providers were evaluated across two categories: Digital Operations and Intelligent Operations.
Acquire BPO, Concentrix, Datacom, Foundever, Probe Group, Tech Mahindra, Teleperformance, and TSA have been recognized as leaders in both quadrants.
Additionally, Genpact and TTEC have been named Rising Stars due to their promising portfolios and high future potential.
