target audience: TECH SUPPLIER  Publication date: Dec 2022 - Document type: Market Perspective - Doc  Document number: # US49820522

Delivering Holistic CX Analytics Services with Best-of-Breed Partner Ecosystems and Proprietary Platforms

By:  Alison Close

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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Partners and IP — Enabling Omni-Channel, Analytics, and AI CX Services

  • New Market Developments and Dynamics

    • Industry Dynamics

    • Figure: Service Providers' Penetration of Analytics in Customer Care/Contact Center BPS Engagements

    • Scenarios/Use Cases

    • Figure: Average Share of Customer Care BPS Engagements with Intelligent Conversational Chatbots and IVR

    • Vendor Examples

    • Genpact: Cora CX

    • Movate: CSS EDISON

    • Startek: LISA

    • Sutherland

    • WNS EXPIRIUS: Suite of CX Solutions

    • Partnerships and Alliances

    • Figure: Customer Care Business Process Service Providers' Partner Ecosystem

    • Table: Customer Care Business Process Service Providers Analytics/AI Partners

    • Taxonomy Guidance

    • Customer Care BPS Business Analytics Services

  • IDC's Point of View

  • Learn More

    • Related Research

    • Synopsis