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ESG Initiatives in the Contact Center, 2024

Information Technology ESG Initiatives in the Contact Center, 2024

Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies


RELEASE DATE
06-Dec-2024
REGION
Global
DELIVERABLE TYPE
Market Research

RESEARCH CODE
KA0D-01-00-00-00
SKU
IT_2024_1176
Yes
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ESG Initiatives in the Contact Center, 2024
Published on: 06-Dec-2024 | SKU: IT_2024_1176

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Description

Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study.

Some industries, including oil and gas, agriculture, and chemicals, make it easier to examine progress toward ESG goals, such as sustainability. Nevertheless, CX and, by extension, the CC apply to all industries and add another layer to measure ESG progress. The following 4 primary SDGs receive the most emphasis from CC solution providers as a whole:

SDG 3: Good Health and Well-being
SDG 9: Industry, Innovation, and Infrastructure
SDG 13: Climate Action
SDG 12: Responsible Consumption and Production

Other SDGs, such as promoting gender equality among a vendor's customers and supply chains (SDG 5) or making equipment accessible (e.g., agent displays), continue to receive funding (SDG 8). Organizations in the CC area create solutions that advance other SDGs. In addition, they have technologies that address the entire enterprise, including network security procedures and portfolios (SDG 16). Here are a few examples:

SDG 5: Gender Equality
SDG 8: Decent Work and Economic Growth
SDG 10: Reduced Inequalities
SDG 11: Sustainable Cities and Communities (green buildings)
SDG 16: Peace, Justice, and Strong Institutions

This growth opportunity analysis examines efforts and actions on SDGs taken by solution providers in the CC industry as part of broader ESG plans. It details what efforts are currently table stakes in ESG and highlights some providers that are excelling in making an impact on SDGs.

Author: Nancy Jamison

Table of Contents

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top 3 Strategic Imperatives on Environmental, Social, and Governance (ESG) in the Contact Center (CC) Industry

ESG: The 3 Pillars

The CC Industry is Embracing Multiple Components of the UN’s 17 SDGs

Frost & Sullivan Practice Areas

Sustainability and Circular Economy Practice

The Impact of the Top 4 SDGs on the CC Industry

Core SDGs for CC Providers

Growth Environment for Sustainability and Circularity in CCs

CC Sustainability and Circularity: Action Examples

Progress Report: 2022 to 2024

ESG Customer Priorities

Growth Drivers

Growth Restraints

SDG 3: Good Health and Well-being—Software Applications

SDG 3: Good Health and Well-being—Physical Environment

SDG 9: Industry, Innovation, and Infrastructure

SDG 12: Responsible Consumption and Production

SDG 13: Climate Action

Vendor Profile: Cisco

Vendor Profile: Cisco (continued)

Vendor Profile: Genesys

Vendor Profile: Genesys (continued)

Vendor Profile: Lumen Technologies (Lumen)

Vendor Profile: Lumen Technologies (Lumen) (continued)

Vendor Profile: Lumen Technologies (Lumen) (continued)

Vendor Profile: NICE

Vendor Profile: NICE (continued)

Growth Opportunity 1: Employee Engagement and Corporate Team Building

Growth Opportunity 1: Employee Engagement and Corporate Team Building (continued)

Growth Opportunity 2: AI-powered CC Solutions to Increase Employee and Customer Well-being

Growth Opportunity 2: AI-powered CC Solutions to Increase Employee and Customer Well-being (continued)

Growth Opportunity 3: Collaboration and Mobility to Improve EX

Growth Opportunity 3: Collaboration and Mobility to Improve EX (continued)

Definitions

Benefits and Impacts of Growth Opportunities

Action Items & Next Steps

List of Exhibits

Legal Disclaimer

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Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study. Some industries, including oil and gas, agriculture, and chemicals, make it easier to examine progress toward ESG goals, such as sustainability. Nevertheless, CX and, by extension, the CC apply to all industries and add another layer to measure ESG progress. The following 4 primary SDGs receive the most emphasis from CC solution providers as a whole: SDG 3: Good Health and Well-being SDG 9: Industry, Innovation, and Infrastructure SDG 13: Climate Action SDG 12: Responsible Consumption and Production Other SDGs, such as promoting gender equality among a vendor's customers and supply chains (SDG 5) or making equipment accessible (e.g., agent displays), continue to receive funding (SDG 8). Organizations in the CC area create solutions that advance other SDGs. In addition, they have technologies that address the entire enterprise, including network security procedures and portfolios (SDG 16). Here are a few examples: SDG 5: Gender Equality SDG 8: Decent Work and Economic Growth SDG 10: Reduced Inequalities SDG 11: Sustainable Cities and Communities (green buildings) SDG 16: Peace, Justice, and Strong Institutions This growth opportunity analysis examines efforts and actions on SDGs taken by solution providers in the CC industry as part of broader ESG plans. It details what efforts are currently table stakes in ESG and highlights some providers that are excelling in making an impact on SDGs. Author: Nancy Jamison
More Information
Deliverable Type Market Research
Author Nancy Jamison
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 ESG in contact centers
Keyword 2 sustainable CX
Keyword 3 ESG compliance 2024
Podcast No
WIP Number KA0D-01-00-00-00