Vendor Analysis
published on Jan 07, 2025
Report Overview:
This NelsonHall assessment analyzes IGT's offerings and capabilities in Conversational Commerce
Who is this Report for:
NelsonHall’s Conversational Commerce profile on IGT Group is a comprehensive assessment of IGT’s offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for lead generation, new customer acquisition, sales, and retention services RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of IGT’s Conversational Commerce offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
IGT has a three-pronged approach to resolving client problems and enabling enhanced conversational commerce using technology, automation, and AI. The company is aiming to achieve ‘seamless handshaking’ between AI and human agent to ensure improved customer experience enabled by sentiment analytics and service breakdown prediction to help with complex workflows. IGT is reinvesting in its tech stack and recruiting leadership resources from the market to target the fast-growing high tech sector, retail, gaming, and fintech with combined CX services plus enterprise technology offering called ‘IGT X’.
Outsourcing clients looking for a CX services vendor with strong B2B seller and merchant service portfolio with implementations and deep domain sales and retention expertise in travel with a dedicated tech stack and a centralized reservations hub, should especially consider this profile on IGT.