Conduent Recognized as a Leader in the U.S. and Europe in ISG Customer Experience Services Provider Lens Report
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4th Consecutive Year Conduent Named Leader in Customer Experience Services Provider Lens Report
FLORHAM PARK, N.J., November 21, 2024--(BUSINESS WIRE)--Conduent Incorporated (Nasdaq: CNDT), a global technology-led business solutions and services company, today announced that Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has recognized Conduent as a U.S. and Europe "Leader" in its 2024 Contact Center - Customer Experience Services Provider Lens™ report.
The 2024 report recognized Conduent as a "Leader" in both the U.S. and Europe in three quadrants: Digital Operations, Intelligent Agent Experience and Intelligent CX (AI and Analytics). This is the fourth consecutive year that CX Provider Lens has ranked Conduent as a "Leader."
Among Conduent’s customer experience (CX) strengths identified in each quadrant, the ISG Provider Lens report highlighted:
Digital Operations: Conduent’s CXNow solution is a cloud-based technology platform that caters to the entire customer journey, from sales and support to technical assistance, payments and loyalty programs. Using a standardized agent model for comprehensive call center management, CXNow integrates technology, personnel, and AI-driven processes to provide personalized 24/7 omnichannel experiences.
Intelligent Agent Experience: Conduent's CX analytics solutions use AI and machine learning technologies to offer valuable insights into complex customer interactions and experiences. By analyzing call and text data plus using sentiment analytics and predictive analytics, the solution identifies trends and drivers for improving performance, optimizing agent interactions, as well as anticipating next actions and resolving issues.
Intelligent CX (AI and Analytics): AI and analytics play a pivotal role in enhancing operational efficiency, improving productivity and achieving better customer satisfaction. Conduent delivers digital interactions including voice, webchats and texts, while providing a personalized experience. Cognitive AI and machine learning enable automated conversations, utilizing advanced search capabilities and custom data analysis models.
"As one of the leading players in the CX space, Conduent manages over two billion conversations by effectively leveraging its three decades of domain expertise and tailored digital solutions catering to key verticals such as healthcare and public sector. Conduent provides innovative AI-driven solutions for CX services. It offers AI-integrated solutions, virtual agents and omnichannel analytics, while efficiently delivering advanced CX," said Kenn Walters, ISG Global Lead Analyst and Executive Advisor.