Download your copy of the ISG Provider Lens™ Star of Excellence™ Briefing Notes
Foundever® was recognized in the Briefing Notes for its excellence in supporting a global retailer client to develop a contact center model from the ground up, with a priority on improving efficiency through data-driven strategies.
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Recognized excellence
At Foundever, we are proud and honored to be recognized for our client-centricity and exceptional service delivery in this report.
One example in particular of our success in contact center services was highlighted in the report. A global retailer needed help with their mission to develop a contact center operating model from scratch that could:
- Automate the resolution of low-value requests
- Deliver cost efficiencies from day one
- Meet immediate contact volumes
- Support the addition of new channels
Outstanding outcomes
ISG highlighted how Foundever supported this client in achieving:
- Significant cost savings per contract
- Improvement in customer support operations and efficiencies
- Automation and analytics-led contact volume reduction
- Uncovering of untapped sales potential leveraging analytics
ISG Star of Excellence™ Briefing Notes
The ISG Star of Excellence™, a distinguished component of ISG Provider Lens™, is the technology and services industry's leading customer experience (CX) accolade. This program gathers insights on customer experiences through a continuous survey process, offering an unbiased assessment of service and technology providers that enrich ISG's sourcing strategies and culminate in prestigious awards.
Providers are evaluated and ranked based on the excellence of their offerings, drawing directly from the evaluations provided by their enterprise clients.
These assessments focus on providers' performance in specific technological areas and the partnership across six critical CX dimensions:
- Business continuity and flexibility
- Collaboration and transparency
- Execution and delivery
- Governance and compliance
- Innovation and thought leadership
- People and cultural fit