Transcom named a leader in the ISG Provider Lens™ report for customer experience services

A top 5 global Leader in customer experience.

AI and digital technologies are turning traditional support centers into strategic hubs that drive customer trust, loyalty, and business growth. ISG, a top global technology research and IT advisory firm, took a deep dive into the strengths of top service providers worldwide, evaluating how they leverage AI, automation, and advanced analytics to transform both customer and agent experiences. For the fifth consecutive year, Transcom has been recognized as a Leader across all three key areas:

• Digital Operations
• Intelligent Agent Experience
• Intelligent CX (AI & Analytics)

This recognization reflects our consistent performance, innovation, and stability as a trusted partner in customer experience services.

Digital operations quadrant.

This quadrant assesses providers' end-to-end contact center capabilities, focusing on consulting expertise, domain knowledge, digital and AI proficiency and talent management underpinned by strategic growth via solutions, partnerships and innovation.

Straight from the source.

“Transcom’s position as a Leader year after year highlights its agility and long-term commitment to innovation in customer experience. Its balanced approach to digital transformation and operational excellence enables clients to achieve meaningful business outcomes at scale.”

Namratha Dharshan

Chief Business Leader

ISG India Research

Digital operations.

This quadrant evaluates providers’ end-to-end contact center capabilities, including consulting expertise, industry knowledge, digital and AI proficiency, and talent management. Providers are assessed on their ability to drive strategic growth through innovative solutions, strong partnerships, and continuous investment in technology.

“Transcom is recognized as a Leader for its continuous investments in strengthening consulting, distributed delivery, and AI partnerships, enabling the company to deliver quick and agile services to its clients.” - Namratha Dharshan, Chief Business Leader, ISG India Research

Intelligent agent experience.

This quadrant evaluates how providers enhance the agent experience through a combination of AI-driven tools, automation, analytics, and comprehensive training and development programs that boost productivity, engagement, and overall customer experience.

“Transcom, with AI-powered agent tools and widespread adoption of solutions such as T:Index Notebook, is well-positioned as a Leader in delivering enhanced efficiencies that improve agent experience.” - Namratha Dharshan, Chief Business Leader, ISG India Research

Intelligent CX.

This quadrant evaluates how AI and GenAI drive superior customer experience by leveraging real-time data analysis, sentiment detection, and context-aware interactions to deliver personalized experiences, improve operational efficiency, and unlock new growth opportunities.

“Transcom, with over 200 AI assets, scalable use cases and a growing ecosystem of specialized partners, enjoys the leadership position in this quadrant as a capable player driving CX transformation.” - Namratha Dharshan, Chief Business Leader, ISG India Research