Contact Center and Omni-Channel

HFS Highlight: Infosys BPM joins the three-comma club, crossing $1B in revenues

Jun 17, 2020

The business process services line at Infosys has officially crossed over a billion dollars in revenue, an important milestone with implications on the future of the company as a whole.

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The Specialists: The Rise and Evolution of Robotic Process Automation (RPA) Pure Play Service Providers

Jun 03, 2020

This report spotlights six of the leading pure play firms specializing in RPA services

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Develop digital customer tools that are seamless for customers and employees

Apr 27, 2020

Asynchronous messaging should simplify interactions for both the consumer and the agent.

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Front-office service providers must leverage smart investments to weather the COVID-19 storm

Apr 20, 2020

Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge

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Will COVID-19 put the nail in the coffin of the legacy contact center?

Apr 03, 2020

Times of crisis must drive a new digitally optimized customer service model

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HFS Top 10 Digital Associate Products

Apr 01, 2020

This report analyzes and rates 13 digital associates products across innovation, execution, and voice of the customer criteria.

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HFS Top 10 Robotic Process Automation (RPA) Software Products 2020

Jan 30, 2020

HFS' 2020 RPA Software Product Top 10 evaluates how well 17 RPA software companies are supporting and enabling their clients to scale their automation programs and drive real change.

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HFS Top 10 ServiceNow Services 2019

Nov 06, 2019

The 2019 HFS Top 10 ServiceNow Services report examines the role service providers play in the highly competitive ServiceNow Services market.

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Use the combined power of human-focused design, data, and intelligent automation to deliver an omnichannel experience

Oct 03, 2019

HFS POV on Sutherland's human-centered design and on-demand solution that enterprises can use to become more agile with their omnichannel efforts.

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