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ESG Initiatives in the Contact Center, 2024
Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies
06-Dec-2024
Global
Market Research
KA0D-01-00-00-00
IT_2024_1176
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
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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