Brazilian Contact Centers Accelerate Digital Transformation
MWN-AI** Summary
Brazilian enterprises are rapidly adopting advanced digital technologies in their contact center operations to enhance efficiency and customer satisfaction, as highlighted in the recent 2025 ISG Provider Lens® Contact Center – Customer Experience Services report. Information Services Group (ISG) notes that organizations are leveraging cloud, artificial intelligence (AI), and data solutions to automate processes and deliver hyperpersonalized experiences amid increasing consumer expectations for timely and consistent service.
Wayne Butterfield, an ISG partner, emphasizes that digital transformation is now a critical driver within Brazil's contact center sector, blending technological innovation with workforce strategy to optimize customer interactions. Businesses are increasingly utilizing cloud-based platforms and AI tools to provide scalable and tailored services, improving operational agility and reducing handling times through data-driven workflows.
A significant factor accelerating this transition is Brazil's forthcoming tax reform in 2025, which may pressure margins within the contact center industry—a key employment sector. To combat potential labor cost increases, companies are hastening automation efforts, deploying self-service solutions, and integrating generative AI for streamlined customer support.
However, the report highlights challenges in deploying AI at scale, particularly in data governance, system integration, and workforce training. Responsible AI usage is vital as companies strive for accuracy and fairness in automated customer interactions while preserving necessary human oversight.
The report also identifies leading providers in the contact center space, naming AeC, Atento, Concentrix, Foundever, Konecta, Neo Hypeone, and TP as leaders across three quadrants of evaluation. Konecta stands out as the global ISG CX Star Performer for 2025 based on customer satisfaction scores.
In summary, Brazil's contact center industry is evolving rapidly through digital transformation, with companies investing heavily in technology and workforce development to enhance customer experiences amidst a changing economic landscape.
MWN-AI** Analysis
Brazilian contact centers are on the threshold of a transformative period catalyzed by advancements in digital technology. As outlined in the recent ISG Provider Lens® report, enterprises are increasing investments in cloud infrastructure, artificial intelligence (AI), and data quality initiatives to not only enhance efficiency but to also elevate customer experience (CX). This digital transformation is crucial as businesses strive to meet growing consumer expectations for timely, seamless, and personalized interactions across multiple channels.
The adoption of cloud-based platforms and AI is fostering significant operational automation while enabling hyperpersonalization in customer service. These developments allow organizations to enhance service speed and maintain quality, which are essential in the intensely competitive Brazilian market. Companies that can leverage data analytics for better customer insights are likely to gain a strategic edge—turning CX into a key differentiator.
However, the landscape is complex; Brazilian enterprises face challenges related to workforce integration and governance as they implement AI solutions at scale. The impending tax reform, effective in 2025, adds further pressure on profit margins in the contact center industry. As a strategic response, many companies are focusing on automation and self-service platforms to mitigate increased labor costs while ensuring consistent service quality.
Investors and stakeholders should closely monitor the evolution of these technologies and the companies leading the way. Firms recognized as "leaders" in the ISG report—such as AeC, Atento, and Konecta—are exemplars of how thoughtful investments in technology and training can drive significant enhancements in performance. As these organizations capitalize on digital transformations, those investing alongside them may find lucrative opportunities, but they must also remain vigilant of the ongoing challenges and dynamics within this rapidly changing sector.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Enterprises invest in cloud, AI, data quality initiatives to make customer service operations more agile, efficient, ISG Provider Lens ® report says
Brazilian enterprises are modernizing contact center operations through advanced digital technologies to improve efficiency while ensuring customer satisfaction, according to a new research report published today by Information Services Group ( ISG ) (Nasdaq: III ), a global AI-centered technology research and advisory firm.
The 2025 ISG Provider Lens ® Contact Center — Customer Experience Services report for Brazil finds that organizations are adopting cloud, data and AI solutions to enable large-scale automation and hyperpersonalization while optimizing costs. They are reimagining their customer engagement models across physical and digital channels to meet rising consumer expectations for faster, more consistent and more personalized interactions.
“Digital innovation has become the driving force of the contact center sector in Brazil,” said Wayne Butterfield, ISG partner, digital solutions. “Enterprises are combining technology adoption with new workforce strategies to balance automation and human talent in every customer interaction.”
Brazilian companies are expanding the use of cloud-based service platforms and AI tools to efficiently scale personalized service, the report says. As demand for seamless omnichannel experiences grows, enterprises are using data-driven workflows and automation to improve operational agility and reduce handling time. These investments allow companies to use customer experience (CX) as a strategic differentiator in highly competitive industries.
The country’s evolving tax environment is adding urgency to digital adoption, ISG says. A sweeping tax reform initiative, set to begin in 2025, will place pressure on margins in the contact center business, one of Brazil’s largest employment sectors. To offset higher labor costs, many organizations are accelerating automation, implementing self-service platforms and adopting generative AI (GenAI), which will enable continuous support with fewer manual interventions while maintaining service quality.
However, large-scale AI deployment remains a challenge, the report says. Although many enterprises have improved productivity and service quality by using AI, difficulties involving data governance, system integration and workforce training continue to limit implementation. Responsible AI use is becoming a key concern as companies seek to ensure accuracy and fairness in automated responses and preserve human oversight of sensitive interactions.
“Brazilian enterprises that combine robust technology adoption with targeted talent development are setting new standards in CX performance,” said Adriana Frantz, lead author of the report. “The focus now is on creating efficient, empathetic customer engagement supported by secure, scalable digital infrastructure.”
The report also explores other trends shaping Brazil’s contact center market, including increased investment in cybersecurity and data protection measures and ongoing workforce training to align human skills with AI-driven workflows.
For more insights into the contact center-related challenges faced by enterprises in Brazil, plus ISG’s advice for overcoming them, see the ISG Provider Lens ® Focal Points briefing here .
The 2025 ISG Provider Lens ® Contact Center — Customer Experience Services report for Brazil evaluates the capabilities of 23 providers across three quadrants: Digital Operations, Intelligent Agent Experience and Intelligent CX (AI & Analytics).
The report names AeC, Atento, Concentrix, Foundever, Konecta, Neo Hypeone and TP as Leaders in all three quadrants. It names Algar Tech and Almaviva Experience as Leaders in two quadrants each. Stefanini is named as a Leader in one quadrant.
In addition, Algar Tech, Callink and Stefanini are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from AeC .
In the area of customer experience, Konecta is named the global ISG CX Star Performer for 2025 among contact center customer experience service providers. Konecta earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, which is part of the ISG Star of Excellence™ program , the premier quality recognition for the technology and business services industry.
The 2025 ISG Provider Lens ® Contact Center — Customer Experience Services report for Brazil is available to subscribers or for one-time purchase on this webpage .
About ISG Provider Lens ® Research
The ISG Provider Lens ® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage .
About ISG
ISG (Nasdaq: III ) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
View source version on businesswire.com: https://www.businesswire.com/news/home/20251030991727/en/
Press Contacts:
Laura Hupprich, ISG
+1 203-517-3100
laura.hupprich@isg-one.com
Thábata Mondoni, Mondoni Press for ISG
Mobile: +55 11 98671 5652
thabata@mondonipress.com.br
FAQ**
How is Information Services Group Inc. III's report influencing Brazilian enterprises' strategies for integrating AI solutions in customer service operations?
What specific challenges do Brazilian companies face in implementing AI as highlighted in the Information Services Group Inc. III report, and how are they addressing them?
In what ways does Information Services Group Inc. III suggest that cloud and AI investments can enhance customer experience in Brazilian contact centers?
How are Brazilian enterprises balancing automation and human talent in customer interactions according to findings from Information Services Group Inc. III's recent report?
**MWN-AI FAQ is based on asking OpenAI questions about Information Services Group Inc. (NASDAQ: III).
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