Foundever Achieves Top Global Leader Status in Contact Center CX

Foundever's Prestigious Recognition in Customer Experience

MIAMI -- Foundever®, a notable name in the customer experience (CX) industry, has proudly announced its recognition as a Global Leader in the significant 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report. This report highlights the company's exceptional achievements in various critical quadrants, particularly in Intelligent Agent Experience, Intelligent CX (which encompasses AI and analytics), and Digital Operations.

A Testament to Excellence

Having been recognized as a Top Global Leader in both Intelligent Agent Experience and Intelligent CX for 2024, Foundever continues to solidify its reputation as a pioneer in the CX industry. Laurent Uberti, the President, CEO & Founder of Foundever, shared, "We are particularly proud of our accomplishments in this year's report, underscoring our successful transformation within the ever-evolving customer experience landscape. This accolade not only highlights our strong market position but also underscores our commitment to harnessing AI and advanced technologies to deliver outstanding experiences for our clients and their customers."

Foundever's Continuous Leadership

This recognition marks the fifth consecutive year that Foundever has been named a Global Leader in Intelligent CX and the second year as a Top Leader in this category. Moreover, it is noteworthy that Foundever has maintained its position as a Global Leader in Digital Operations for four continuous years, showcasing its dedication to continuous improvement and innovation.

Innovative Solutions Fueling Success

Insights from industry experts reveal that Foundever places a high priority on customer experience by leveraging a robust portfolio of AI-led solutions and strategic partnerships. Namratha Dharshan, Chief Business Leader at ISG, emphasized that Foundever embraces cutting-edge digital capabilities, offering AI-enabled tools to enhance agent efficiency and expedite learning processes. Furthermore, the company has adopted a comprehensive strategy to elevate agent experience and drive operational excellence.

Assessing Contact Center Capabilities

The ISG Provider Lens reports assess various contact center service capabilities, with a particular focus on key areas:

• Intelligent Agent Experience – With effective deployment of GenAI technologies, Foundever enhances agent experience, amplifies productivity, and minimizes repetitive tasks, resulting in a conversational and engaging customer interaction.
• Intelligent CX (AI & Analytics) – Foundever continues to lead in this domain through its innovation in CX-centric intellectual property, showcasing its wide-ranging deployment capabilities.
• Digital Operations – The company has established a strong global presence across over 45 countries and is committed to expanding its footprint, particularly in the APAC and EMEA regions, backed by its extensive CX service offerings.

About ISG: The Backbone of Research and Advisory

ISG (Information Services Group), listed on Nasdaq as III, is a leading global technology research and advisory firm. It stands as a trusted business partner to over 900 clients including many of the world's top enterprises. ISG specializes in driving digital transformation services and operational excellence for businesses globally.

About Foundever®

Foundever operates as a global leader in the customer experience sector with a workforce of 150,000 associates. By engaging in over 9 million customer interactions daily, Foundever supports over 800 leading digital brands, ensuring seamless customer experiences in critical moments. Known for its innovative approach, Foundever combines the strength of global operations with the agility of a founder-led culture.

Frequently Asked Questions

What is Foundever recognized for in 2024?

Foundever is acknowledged as a Global Leader in the 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report.

How long has Foundever maintained its global leader status?

Foundever has been recognized as a global leader for five consecutive years in the Intelligent CX category.

What does Foundever prioritize in its strategy?

Foundever prioritizes customer experience through AI-led solutions, strategic partnerships, and a commitment to innovation.

How does Foundever enhance agent experience?

Foundever utilizes GenAI technologies to boost agent productivity and performance and provides a conversational experience.

What is ISG and its significance?

ISG (Information Services Group) is a leading research and advisory firm, helping clients achieve operational excellence and growth through digital transformation.

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