Australia’s contact centers shift to outsourcing and cloud
Australia-based enterprises are increasingly turning to third-party service providers and cloud technologies power their hybrid contact centers, according to research and advisory firm ISG.
In its latest report, ISG said that a growing number of Australian businesses are outsourcing their contact centers to meet the challenges posed by remote work and the need for new technologies to reach customers.
Companies also strive to retain their contact center workers through hybrid work models, especially as many of the industry’s roles are returning from offshore locations.
ISG Global Business Services Jarrod Magill said, “The pandemic showed Australian companies how important digital engagement is for surviving and competing in uncertain times.”
“Cloud-based and outsourced contact centers are making them more resilient and agile,” added Magill.
Meanwhile, ISG claimed that Aussie firms are also improving their ability to collect, combine and use customer data to generate meaningful insights in real-time as consumer behavior changes,
The report also examines other contact center trends in Australia, including the increasing importance of customer-facing automation and the return of many overseas contact centers to Australia.
Multinationals like Concentrix, Datacom, Probe CX, TSA, and Wipro were named as the industry leaders in Australia’s Business Process Outsourcing (BPO) sector.
