Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella

Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella

Setting and Achieving ESG Goals Provides a Competitive Advantage in the Contact Center

RELEASE DATE
27-Jun-2022
REGION
North America
Research Code: K747-01-00-00-00
SKU: IT04542-NA-MT_26666
$2,450.00
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IT04542-NA-MT_26666
$2,450.00
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Description

Sustainability has become an important company mandate and competitive differentiator, driven by demand from customers, investors, and employees. Increasingly, contact center (CC) suppliers are publishing environmental, societal, and governance (ESG) reports detailing internal progress on the United Nations' Sustainability Design Goals (SDGs) and promoting these to customers and supply chain partners. This is particularly timely, given that the COVID-19 pandemic provided an opening to further sustainability goals by accelerating the movement to the cloud, remote work, and the digital transformation.

As an industry, CC solution providers have 4 common core SDGs:
SDG 3: Good Health and Well-being
SDG 9: Industry Innovation and Infrastructure
SDG 13: Climate Action
SDG 12: Responsible Consumption and Production
In addition, other SDGs have ongoing support, such as working on gender equality across a vendor’s customers and supply chains (SDG 5) or making equipment more accessible (such as agent screens) (SDG 8). Others are developed by companies in the CC space but include capabilities beyond the CC, such as having security practices/portfolios (SDG 16). Examples include:
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 Frost & Sullivan growth opportunity study examines SDG efforts and actions solution providers in the CC industry have taken as part of broader ESG plans. It details existing ESG table stake efforts and highlights a few providers 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 Sustainability and Circularity in the Contact Center Industry

Growth Opportunities Fuel the Growth Pipeline Engine™

Sustainability and Circular Economy is a Key Component of the United Nations’ 17 Sustainability Development Goals (SDGs)

The Impact of the Top 4 SDGs on the Contact Center Industry

2022 CX Growth Opportunities

Top Takeaways

Growth Environment for Sustainability and Circularity in Contact Centers

Contact Center Sustainability and Circularity—Action Examples

Sustainability and CSR

Sustainability and CSR (continued)

Growth Drivers

Growth Restraints

Core SDGs for CC Providers

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

SDG 13: Climate Action (continued)

Vendor Profile—Cisco

Vendor Profile—Cisco (continued)

Vendor Profile—Genesys

Vendor Profile—Lumen

Vendor Profile—Lumen (continued)

Vendor Profile—NICE

Vendor Profile—NICE (continued)

Vendor Profile—NTT Ltd.

Vendor Profile—NTT Ltd. (continued)

Growth Opportunity 1—WAH is Driving Innovative Technology Solutions

Growth Opportunity 1—WAH is Driving Innovative Technology Solutions  (continued)

Growth Opportunity 2—Circular Economy Business Models 

Growth Opportunity 2—Circular Economy Business Models (continued)

Growth Opportunity 3—New Work Environment and Employee Engagement Tools

Growth Opportunity 3—New Work Environment and Employee Engagement Tools (continued)

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Additional Information

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Sustainability has become an important company mandate and competitive differentiator, driven by demand from customers, investors, and employees. Increasingly, contact center (CC) suppliers are publishing environmental, societal, and governance (ESG) reports detailing internal progress on the United Nations' Sustainability Design Goals (SDGs) and promoting these to customers and supply chain partners. This is particularly timely, given that the COVID-19 pandemic provided an opening to further sustainability goals by accelerating the movement to the cloud, remote work, and the digital transformation. As an industry, CC solution providers have 4 common core SDGs: SDG 3: Good Health and Well-being SDG 9: Industry Innovation and Infrastructure SDG 13: Climate Action SDG 12: Responsible Consumption and Production In addition, other SDGs have ongoing support, such as working on gender equality across a vendor’s customers and supply chains (SDG 5) or making equipment more accessible (such as agent screens) (SDG 8). Others are developed by companies in the CC space but include capabilities beyond the CC, such as having security practices/portfolios (SDG 16). Examples include: 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 Frost & Sullivan growth opportunity study examines SDG efforts and actions solution providers in the CC industry have taken as part of broader ESG plans. It details existing ESG table stake efforts and highlights a few providers excelling in making an impact on SDGs. Author: Nancy Jamison
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Author Nancy Jamison
Industries Information Technology
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Is Prebook No
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WIP Number K747-01-00-00-00