Information Services Group highlights AI contact center growth

Information Services Group (ISG) has released its 2026 Buyers Guides, highlighting a significant shift in the contact center industry driven by AI, automation, analytics, and cloud services. The research indicates that modern contact centers are moving beyond basic call routing and workforce scheduling to coordinate complex customer workflows and analyze service data to improve operational decision-making.

Cloud adoption remains a primary driver, with most new deployments utilizing contact center as-a-service platforms. These platforms connect customer operations with enterprise applications and internal business data to support distributed workforces. The increasing complexity of these technology platforms, which must balance automated systems with human agents, is expected to drive demand for ISG’s research services as enterprises seek guidance on integration, governance, and security.

The study features 44 software providers across eight guides, with NiCE leading seven of the ISG Buyers Guides. Following the release, shares of Information Services Group (III) traded at $5.09, marking a 0.59% increase.