In today’s markets, generative AI is revolutionizing industries by streamlining content creation, enhancing customer engagement, and driving innovation. Businesses leverage this technology to gain a competitive edge, improve operational efficiency, and deliver personalized experiences. In customer service, generative AI enables chatbots and virtual agents to understand and respond to customer inquiries with high accuracy and relevance, enhancing service personalization, solving complex problems, and improving feedback analysis.
The emergence of generative AI (GenAI) has created novel revenue streams for systems integrators that provide services integrating GenAI capabilities into customer support platforms and workflows. To maintain a competitive edge, these service providers must proactively develop strategies to deliver GenAI-powered solutions to their clients.
The Competitive Landscape: GenAI System Integrators for Customer Support Services
Perficient is proud to be listed under Competitive Profiles in the Gartner Competitive Landscape: GenAI System Integrators for Customer Support Services report, published June 11, 2024. “This Competitive Landscape assesses eight different vendors playing a prominent GenAI SI role in customer service.” “Final selection captured a mix of SIs serving customers focused on different types of accounts. Gartner categorize these SIs as strategic SIs, global tech SIs and regional tech SIs. There is some overlap among these SIs, so it is common for SIs of different categories to compete against one another. All vendors selected leveraged a mix of hyperscaler GenAI vendors, usually complemented with one or more open-sourced vendors.”
Our Gen AI and Customer Care Capabilities
According to Gartner, “GenAI opens new revenue opportunities for service providers offering system integration services that support customer support platforms and processes.”
As a global tech SI, we believe Perficient stands out for its approach to GenAI implementation in customer support. Some key points that we believe differentiate Perficient include:
- Vertical Expertise: Perficient has notable strengths in manufacturing, healthcare, and retail sectors, which are leading the initial GenAI adoption for customer support. This aligns with Perficient’s well-established legacy SI business in these verticals.
- Comprehensive CCaaS Support: Perficient supports multiple Contact Center as a Service (CCaaS) platforms, with a focus on leading providers like Amazon Connect, Cisco, Genesis, and Five9.
- Flexible Technology Approach: While prioritizing GenAI platforms from major hyperscalers (Amazon, Google, IBM, and Microsoft), Perficient also integrates specialized tools from vendors like Mistral, Databricks, Pinecone, and Writer when needed. This approach ensures clients receive the most effective and tailored GenAI solutions.
- Scaling and Repeatability: As highlighted in the Gartner report, Global SIs like Perficient can support hundreds or even thousands of customers with the ability to scale for large enterprises. This allows for speed and efficiency that can be reapplied across similar industries or use cases.
- Responsible AI Governance: When harnessed properly, AI has the potential to impact all aspects of business operations and customer experiences. Moving ideas from conception to production presents new readiness challenges such as use case selection with business cases, encouraging awareness and appropriate use, and ethical and fiscal risk management. Perficient’s PACE Framework is a holistic approach to designing tailored operational AI programs that empower business and technical stakeholders to innovate with confidence while mitigating risks and upholding ethical standards.
Our Contact Center Capabilities
Perficient provides comprehensive services for contact centers and customer interaction solutions. We strategize the optimal approach for handling customer interactions and develop operational plans for contact centers and related functions. We identify the best technology fit for a client’s needs, designing and implementing leading platforms like Twilio Flex and Amazon Connect to create top-notch customer engagement solutions. Our experts integrate these contact center systems with complementary platforms to deliver full-fledged solutions.
Perficient’s managed services ensure continuous support, so customer interactions occur uninterrupted. This allows businesses to nimbly adapt and make changes in response to market shifts and evolving customer needs. With Perficient’s services, organizations can provide seamless, agile customer experiences powered by cutting-edge contact center technologies.
Learn More About Perficient’s CX Services
Whether your business is just starting its Generative AI journey or seeking to enhance its current efforts, partnering with the right service provider can make all the difference.
Gartner subscribers can find the report directly at Competitive Landscape: GenAI Systems Integrators for Customer Support Services.
Gartner, Competitive Landscape: GenAI Systems Integrators for Customer Support Services, 11 June 2024. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
