Opportunity Analysis, Efforts and Actions on SDGs Taken by Solution Providers in the Contact Center Industry as Part of Broader ESG Plans - ResearchAndMarkets.com

DUBLIN--(BUSINESS WIRE)--The "ESG Initiatives in the Contact Center, 2024" report has been added to ResearchAndMarkets.com's offering.

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.

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

Key Topics Covered:

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative
• The Impact of the Top 3 Strategic Imperatives on Environmental, Social, and Governance (ESG) in the Contact Center (CC) Industry

Contact Center ESG Backgrounder

• ESG: The 3 Pillars
• The CC Industry is Embracing Multiple Components of the UN's 17 SDGs
• Analyst Practice Areas
• Sustainability and Circular Economy Practice
• The Impact of the Top 4 SDGs on the CC Industry
• Core SDGs for CC Providers

Growth Opportunity Analysis

• 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

Provider Profiles

• Vendor Profile: Cisco
• Vendor Profile: Genesys
• Vendor Profile: Lumen Technologies (Lumen)
• Vendor Profile: NICE

Growth Opportunity Universe

• Growth Opportunity 1: Employee Engagement and Corporate Team Building
• Growth Opportunity 2: AI-powered CC Solutions to Increase Employee and Customer Well-being
• Growth Opportunity 3: Collaboration and Mobility to Improve EX

Appendix

• Definitions

Next Steps

• Benefits and Impacts of Growth Opportunities
• Action Items & Next Steps
• List of Exhibits
• Legal Disclaimer 

For more information about this report visit https://www.researchandmarkets.com/r/lw5udl

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