Buyers Guide

Contact Centers for Retail 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Retail Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Retail, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Insurance 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Insurance Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Insurance, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Healthcare 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Healthcare Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI).... Read More

Topics: Customer Experience, Contact Center, Healthcare, Business-focused Software and Services, Customers and CX - Business & Technologies

Intelligent Self-Service 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Intelligent Self Service Contact centers are pivoting from offering primarily human-assisted service to relying heavily on customer self-service for routine inquiries. Customers have long had options to help themselves with simple tasks like account lookup or order status checks. As information resources became more widespread, customers became accustomed to proactively looking... Read More

Topics: Customer Experience, Contact Center, Intelligent Self-Service, Business-focused Software and Services, Customers and CX - Business & Technologies

Customer Interaction Analytics 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Customer Interaction Analytics The first iteration of artificial intelligence (AI) tools for contact centers to use Generative AI (GenAI) brought measurable improvements to operations by automating routine functions and speeding interactions. What floated under the radar was how continued AI development was about to remake the analytic landscape around customers. We are now... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies, Customer Interaction Analytics

Agent Management 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Agent Management Labor has long been the largest ongoing operational expense in contact centers—so much so that managers have had to manipulate the size of the agent pool to account for cost controls. In recent years, however, it has become clear that an explosion of new technology is upending core assumptions about how that labor force should be managed. The development of... Read More

Topics: Customer Experience, Contact Center, agent management, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI) innovations. Contact... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies

Power and Utilities Field Service Buyers Guide 2025 Executive Summary

Posted by Keith Dawson on 26 March 2025

Executive Summary Power and Utilities Field Service The global population is projected to reach 9.7 billion by 2050, up from 8 billion in 2023, fueling efforts to meet growing energy needs. The demand for all types of energy sources—including traditional fossil fuels such as coal, oil and natural gas, along with nuclear and renewable sources like solar, wind and hydropower—has introduced a... Read More

Topics: Customer Experience, Field Service, Business-focused Software and Services, Power and Utilities, Field Service Management

Manufacturing Field Service Buyers Guide 2025 Executive Summary

Posted by Keith Dawson on 26 March 2025

Executive Summary Manufacturing Field Service The manufacturing industry is continuously under pressure to streamline its product and supply chain cycles to maximize efficiency while simultaneously meeting cost, profitability and customer expectations. Equipment and product manufacturers are also expected to provide maintenance, repair and operational services promptly to meet customer needs. It... Read More

Topics: Customer Experience, Field Service, Manufacturing, Business-focused Software and Services, Field Service Management

Field Service Proactive Maintenance Buyers Guide 2025 Executive Summary

Posted by Keith Dawson on 26 March 2025

Executive Summary Field Service Proactive Maintenance ISG Research defines field service proactive maintenance as strategies and technologies designed to anticipate and address equipment and service needs before they result in failures or emergencies. By leveraging advancements in Internet of Things (IoT) technology and artificial intelligence (AI)-driven predictive analytics, enterprises can... Read More

Topics: Customer Experience, Field Service, Business-focused Software and Services, Field Service Management, Proactive Maintenance