Intelligent virtual agents’ (IVA’s) evolving capabilities: Key changes in the IVA market in the last 12-18 months are enabling IVAs to handle much more complex interactions which is driving the ability to serve specialized needs across industries and horizontals
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North American industry clusters display distinct preferences in digital focus: efficiency or growth
FAO buyers looking to providers to deliver industry-specific capability in healthcare, insurance, real estate, retail, and travel
Though Manufacturing still leads uptake of procurement outsourcing, Financial Services & Travel & Logistics are increasingly adopting it
Applications services renewals concentrated in four industries: BFSI, travel & transport, manufacturing, healthcare
Three industries account for more than half of ITO renewals Q2 2014 through Q1 2016
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