Information Services Group Inc. (ISG) has released a new industry analysis highlighting the rapid adoption of AI-enabled and hybrid contact center models by Australian companies. According to the ISG Provider Lens® report, enterprises are leveraging new technologies to boost efficiency, compliance, and customer experience, while also adopting hybrid delivery models that balance cost savings with data sovereignty. The report notes a trend toward blending onshore centers with nearshore operations in regions such as New Zealand and the Philippines, as well as emerging interest in tier 2 Australian cities and countries like Fiji and Vietnam for strategic cost optimization. The analysis also identifies increased investment in employee experience tools to support agent well-being and a shift toward outcome-based provider pricing models. The report evaluates 27 providers in the Australian market, naming Acquire Intelligence, Concentrix, Datacom, Foundever, Probe Group, Tech Mahindra, TP, and TSA as leaders in both digital and intelligent operations quadrants. ISG concludes that the transformation of Australia's contact center industry is driven by the integration of AI, regulatory pressures, and the ongoing need for cost efficiency.