Press Release

Enterprises Across the Americas Embrace the Digital Workplace

ISG Provider Lens™ report sees providers leveraging automation and analytics to define user personas and provide multilingual virtual assistants

Company Release - 4/16/2019 9:29 AM ET

STAMFORD, Conn., April 16, 2019 /PRNewswire/ -- Enterprises across the Americas are looking for digital workplace providers to help them reduce friction in the user experience and improve collaboration and creativity among employees, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The ISG Provider LensDigital Workplace of the Future Report – Pan America sees digital workplace providers using analytics and automation to improve productivity and user experience through "personas," which, unlike standard user profiles, give employees access rights based on context and measurable behavior patterns. Personas are established through design thinking and maintained by virtual agents and bots that monitor user activity to improve access, security and service levels.

Enterprises are also deploying multilingual chat bots from vendors to interact with employee end users, fix their problems with devices or applications, and send automated requests to help desks on a user's behalf.

Enterprises and providers are moving away from telephone-based help desks, instead using artificial intelligence through apps, chatbots and cognitive voice assistants. Providers are making support pervasive and available on all devices, the report said.

Digital workplace providers can help end users access their enterprise data and applications regardless of their physical location and the device being used. "The digital workplace is the defining model for how end users access and collaborate on their work-related data and applications," said Esteban Herrera, partner and global leader of ISG Research. "Providers can help enterprises create a connected, always on, collaborative and secured workplace."

The ISG Provider LensDigital Workplace of the Future Report – Pan America covers digital workplace services in 17 markets across the Americas. Beside the developed markets of the U.S. and Canada, the report also covers nine South American countries, four Central American countries and Mexico.

The report evaluates the capabilities of 21 providers across five quadrants: Digital Workplace Consulting Services; Managed Digital Workplace Services for Large Enterprises; Enterprise Mobility Management Services for Large Enterprises; Managed Digital Workplace and Mobile Enterprise Services for the Midmarket; and Unified Communication and Collaboration Services.

The report names DXC Technology, IBM and Stefanini as leaders in all five quadrants. Accenture, TCS and Wipro were named leaders in four, while Cognizant and Unisys were named leaders in two.

The ISG Provider LensDigital Workplace of the Future Report – Pan America is available to ISG Insights™ subscribers or for immediate, 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 and Latin America, as well as in the U.S., Germany, the U.K., the Nordics, Brazil and Australia/New Zealand, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

The series is a complement to the ISG Provider Lens Archetype reports, which offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 70 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry's most comprehensive marketplace data. For more information, visit

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SOURCE Information Services Group, Inc.