Press Release

Enterprise Demand for Social Business Solutions Growing Amid Increasing 'Digital Dexterity'

ISG Provider Lens™ report finds growing competition among vendors to assist businesses with employee collaboration, social marketing and customer support

Company Release - 6/18/2019 9:00 AM ET

STAMFORD, Conn., June 18, 2019 /PRNewswire/ -- Enterprise demand for social business technologies and tools is growing in response to the increasing digital dexterity of employees and customers, 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 LensSocial Business Collaboration – Services & Solutions Global Report for 2019 finds enterprises increasingly turning to social business solution providers to improve internal collaboration, brand marketing and customer support services, particularly with the rapid growth of the millennial working population and overall acceptance and use of social platforms.

Enterprises are looking for social collaboration vendors to modernize their intranets, to provide artificial intelligence-powered instant messaging and chat services, and to offer cloud-based file-synch-and-sharing platforms and multichannel virtual meeting capabilities.

The enterprise social collaboration market is witnessing competition among vendors that formerly provided pockets of collaboration services, the report adds. Vendors remaining in the market are continuously improving their products due to the changing expectations of users.

As a result, enterprises have several options, but they should examine the working style of their employees before choosing a social business collaboration vendor, the report said. "The decision to move to a new vendor cannot be made by the enterprise IT department alone, because IT generally wants a solution that integrates easily with the rest of the business," said Esteban Herrera, partner and global leader of ISG Research. "But the solution that integrates with existing systems may not meet the needs of users or produce meaningful results for the business."

Externally, enterprises increasingly are leveraging social media management and customer support services to engage with current and future customers. The most successful companies focus on digitally enhancing the customer experience via social media channels. Instead of maximizing reach, they seek to combat growing social skepticism of brand marketing by creating more transparent, personal and authentic interactions with their customers.

The ISG Provider LensSocial Business Collaboration – Services & Solutions Global Report for 2019 evaluates the capabilities of 39 providers across three quadrants: Enterprise Social Collaboration Solutions; Social Media Management Solutions, and Social Media Management Consulting and Integration.

The report names Accenture, Cognizant, Facebook, Hootsuite, Igloo, Khoros, Microsoft, Slack, Sprinklr, Sutherland, Tech Mahindra and Zoho Social as leaders in one quadrant each.

The ISG Provider LensSocial Business Collaboration – Services & Solutions Global Report for 2019 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

Cision View original content to download multimedia:

SOURCE Information Services Group, Inc.