Capita has been identified as a Leader and/or Rising Star in the ISG Provider Lens™ Quadrant in ‘Contact Centre – Customer Experience Services 2020’.
ISG Provider Lens is a practitioner-led service provider comparison, producing neutral, independent vendor evaluations and enterprise buying behaviour segmentation. The ’Leaders’ in this quadrant are identified as having a highly attractive product and service offering and a very strong market and competitive position; they fulfil all requirements for successful market cultivation. They can be regarded as opinion leaders, providing strategic impulses to the market, also ensuring innovative strength and stability.
Capita’s customer management division delivers multi-channel customer experience services across the UK and internationally, for many leading brands in sectors ranging from telecommunications and utilities, to financial services and technology innovation.
This quadrant measures service provider capability based on key tenets of contact centre operations such as end-to-end contact centre services, talent development and management, global landscape, and ability to provide onshore, nearshore and offshore services. Digital technology offerings such as automation, artificial intelligence (AI) / machine learning (ML), analytics services, omnichannel, work-from-home solutions, security and compliance are also considered a part of the evaluation for this quadrant. With the changing landscape, strategic consulting capabilities are also considerations.
All these aspects are important to deliver outstanding customer experience services, and providers in this space are measured based on each of these parameters and other factors that influence their market presence and ability to deliver services.
Aimie Chapple, Capita's Customer Management Executive Officer, said: “Our number one aim is to deliver excellent customer experiences for our clients’ customers, so we are thrilled to be recognised as a leader in the ISG Provider Lens ‘Contact Centre – Customer Experience Services 2020’. We are committed to bringing digital innovation to those experiences leveraging our expertise in areas such as AI, automation and analytics to create frictionless experiences for those Life Moments that really matter."