Report cover image

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

Publisher IDC
Published Dec 07, 2022
Length 9 Pages
SKU # IDC17552455

Description

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

This IDC Market Perspective provides an overview of the penetration of analytics services as part of managed (outsourced) business process services engagements, including the partnerships and internal IP service providers have invested in to deliver greater analytics capabilities. "Service providers continue to partner for and build their own IP for core omni-channel components, conversational AI solutions and speech and text analytics," says Ali Close, manager, Intelligent Finance and Customer Care Business Process Services Program, at IDC. "We will see continued investments in these areas as data is still not well connected to the customer journey — driven by unstructured data sources and limited integration of customer relationship management (CRM) and contact center data with other internal and external data sources."

Please Note: Extended description available upon request.

Table of Contents

9 Pages
Executive Snapshot
New Market Developments and Dynamics
Industry Dynamics
Scenarios/Use Cases
Vendor Examples
Genpact: Cora CX
Movate: CSS EDISON
Startek: LISA
Sutherland
WNS EXPIRIUS: Suite of CX Solutions
Partnerships and Alliances
Taxonomy Guidance
Customer Care BPS Business Analytics Services
IDC's Point of View
Learn More
Related Research
Synopsis

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us