ISG Report Finds Brazilian Contact Centers Accelerate Digital Transformation with Cloud and AI

Reuters

10/30

ISG Report Finds Brazilian Contact Centers Accelerate Digital Transformation with Cloud and AI

Brazilian enterprises are rapidly modernizing their contact center operations with advanced digital technologies, according to a new market analysis from Information Services Group (ISG). The 2025 ISG Provider Lens® Contact Center - Customer Experience Services report highlights increased investments in cloud, artificial intelligence $(AI)$, and data quality initiatives aimed at boosting operational efficiency and customer satisfaction. Companies are leveraging these solutions for large-scale automation, hyperpersonalization, and cost optimization, while also reimagining customer engagement across both physical and digital channels. The report evaluates 23 service providers in Brazil, naming AeC, Atento, Concentrix, Foundever, Konecta, Neo Hypeone, and TP as leaders across all assessed categories. It also notes a growing focus on cybersecurity, data protection, and workforce training to align human skills with AI-driven workflows. Konecta was recognized as the global ISG CX Star Performer for 2025, earning the highest customer satisfaction scores in ISG's Voice of the Customer survey.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. ISG - Information Services Group Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 20251030991727) on October 30, 2025, and is solely responsible for the information contained therein.

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The 2025 ISG Provider Lens® Contact Center - Customer Experience Services report highlights increased investments in cloud, artificial intelligence <a href=\"https://laohu8.com/S/AI\">$(AI)$</a>, and data quality initiatives aimed at boosting operational efficiency and customer satisfaction. Companies are leveraging these solutions for large-scale automation, hyperpersonalization, and cost optimization, while also reimagining customer engagement across both physical and digital channels. The report evaluates 23 service providers in Brazil, naming AeC, Atento, Concentrix, Foundever, Konecta, Neo Hypeone, and TP as leaders across all assessed categories. It also notes a growing focus on cybersecurity, data protection, and workforce training to align human skills with AI-driven workflows. 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Konecta was recognized as the global ISG CX Star Performer for 2025, earning the highest customer satisfaction scores in ISG's Voice of the Customer survey.\n      \n\nDisclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. ISG - Information Services Group Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 20251030991727) on October 30, 2025, and is solely responsible for the information contained therein.","kind":"highlight","is_publish_news":true,"is_publish_highlight":false,"is_publish_live":false,"is_publish_wemedia":null,"editions":null,"column":"","sentiment":"0","news_tag":"","news_rank":0,"symbols":[],"gpt_button":0,"need_auth":false,"code":"91000000","status":"200"}}}