ISG study to rank top AI-powered contact center providers
CONNECTICUT, UNITED STATES — Information Services Group (ISG) has launched a global study evaluating how contact center providers leverage artificial intelligence (AI) to transform customer experience (CX).
The research, set for release in October 2025 and is reported to focus on Australia, Brazil, and Europe, will analyze more than 90 firms across three key areas, including:
The ISG Provider Lens report could redefine how enterprises select contact center vendors, as its findings may influence investment trends, accelerate AI adoption, and expose gaps in service quality.
With AI becoming a competitive differentiator, the study’s rankings could push underperforming providers to innovate or risk losing market share, while enterprises gain a critical tool to optimize customer experience strategies.
AI improving contact center efficiency and customer experience
The ISG study will highlight how generative AI and agentic AI are reshaping contact centers by automating workflows, enhancing agent performance, and personalizing customer interactions. The findings aim to bridge gaps between tech investment and measurable business outcomes.
Providers are shifting from traditional models to end-to-end customer experience solutions, integrating tools like sentiment analytics and voice recognition to predict customer needs.
ISG’s Namratha Dharshan emphasizes that success hinges on merging “people, processes, data and technology” with AI innovation.
Enterprises will use the report to benchmark vendors on KPIs like operational scalability and real-time decision-making.
The intelligent agent experience quadrant, for instance, evaluates AI tools that empower agents with live insights, while Intelligent customer experience focuses on analytics to reduce customer pain points.
Global demand drives regionalized AI solutions
Markets differ in adoption—for example, Brazil may prioritize multilingual AI agents, while Europe focuses on general data protection regulation (GDPR)-compliant analytics. The study’s geographic granularity helps enterprises align vendor capabilities with regional regulatory and cultural demands.
The report also introduces expanded customer experience metrics, capturing real user feedback on provider performance.
“To remain relevant in this evolving environment, providers must adopt ability, drive innovation and build domain expertise while integrating AI-driven solutions effectively,” said Dharshan, highlighting that ISG’s data will equip buyers to navigate the industry effectively.
