U.S. firms transform customer experience with cloud, AI: ISG report

CONNECTICUT, UNITED STATES — In a significant shift, many enterprises in the United States have transitioned from in-house to outsourced contact centers to enhance customer experience (CX).
According to a recent report by Information Services Group (ISG), this trend highlights the growing reliance on cloud-based solutions and advanced technologies like artificial intelligence (AI) to meet evolving customer demands.
Cloud solutions offer flexibility and cost savings
The report revealed that cloud technology has become integral to U.S. contact centers. By adopting cloud-based platforms, companies can efficiently scale operations to handle both planned and unexpected events, such as crises or peak seasons, without compromising business continuity.
This flexibility, coupled with cost savings from reduced on-premises infrastructure expenses, allows firms to pay per use rather than a fixed monthly fee, optimizing their financial resources.
AI tools enhance customer interactions
AI-powered tools, including chatbots and virtual assistants, have reshaped the landscape of customer service in the U.S. These technologies streamline processes and improve interactions by analyzing customer sentiment and anticipating future needs.
Despite the promising potential of Generative AI (GenAI) for further enhancing CX, concerns about security and privacy remain prevalent. Currently, many companies are still in the experimental phase with GenAI, conducting pilot projects and proofs of concept.
Balancing automation with human touch
While automation offers efficiency, the human touch remains crucial for addressing complex customer issues.
“Even with the benefits of AI and automation, customers dealing with complex issues value the empathy and understanding of human agents,” stated Jan Erik Aase, partner and global leader at ISG Provider Lens Research.
Providers are increasingly focused on helping clients strike a balance between automated solutions and personalized human interaction.
Prioritizing security and compliance in contact centers
With the rise of remote work, cybersecurity, and data privacy have become paramount concerns for contact centers.
Advanced security measures such as multifactor authentication and biometric security are being implemented to safeguard both enterprises and customers.
Identifying industry leaders and rising stars
ISG’s report also evaluated 30 service providers in the U.S. across three key areas: Digital Operations, Intelligent Agent Experience, and Intelligent CX (AI & Analytics). Companies like Atento, Conduent, Foundever, HGS, Sutherland, and Teleperformance are recognized as leaders across all three quadrants.
Meanwhile, IGT Solutions is identified as a Rising Star in two quadrants due to its promising portfolio.
As U.S. firms continue to navigate the complexities of customer experience management, the integration of cloud technology and AI remains at the forefront of their success strategies.