Sustainability and Circularity Matters – Contact Center Growth Opportunities under the ESG Umbrella –

DUBLIN–(BUSINESS WIRE)–Added the report “Sustainability and Circularity Matters – Contact Center Growth Opportunities under the ESG Umbrella”. Offer.

This growth opportunity study examines the efforts and actions that solution providers in the contact center industry are taking as part of broader ESG plans. It describes existing ESG efforts and highlights a few vendors that excel in impacting the SDGs.

Sustainability has become a key corporate mission and competitive attribute, driven by demand from customers, investors and employees.

Increasingly, contact center (CC) suppliers are publishing environmental, social and governance (ESG) reports detailing internal progress towards the United Nations Sustainability Design Goals (SDGs) and promoting them to customers and supply chain partners .

This is particularly timely as the COVID-19 pandemic has created an opening to more sustainability goals by accelerating the move to the cloud, remote working and digital transformation.

As an industry, CC solution providers share 4 core SDGs:

  • SDG 3: Good health and well-being

  • SDG 9: Industrial innovation and infrastructure

  • SDG 13: Climate protection

  • SDG 12: Responsible consumption and production

In addition, other SDGs are continuously supported, e.g. B. working on gender equality in a provider’s customers and supply chains (SDG 5) or improving the accessibility of equipment (e.g. agent screens) (SDG 8). Others are being developed by companies in the CC space but include capabilities beyond CC, such as: B. Security practices/portfolios (SDG 16).

Examples include:

  • SDG 5: Gender Equality

  • SDG 8: Decent work and economic growth

  • SDG 10: Reduced inequalities

  • SDG 11: Sustainable cities and communities (green buildings)

  • SDG 16: Peace, Justice and Strong Institutions

Main topics covered:

1 Strategic imperatives

  • Why is it getting harder and harder to grow?

  • The strategic imperative

  • The Impact of the Top 3 Strategic Imperatives on Sustainability and Circularity in the Contact Center Industry

  • Growth opportunities fuel the growth pipeline engine

2 Background on sustainability and circularity

  • Sustainability and circular economy is a key component of the 17 United Nations Sustainable Development Goals (SDGs)

  • The impact of the top 4 SDGs on the contact center industry

3 Growth Opportunity Analysis

  • 2022 CX growth opportunities

  • Great snack

  • Growth Environment for Sustainability and Circularity in Contact Centers

  • Contact Center Sustainability and Circularity – Action Examples

  • Sustainability and CSR

  • growth accelerator

  • growth restrictions

  • Core SDGs for CC providers

  • SDG 3: Health and well-being – software applications

  • SDG 3: Health and Wellbeing – Physical Environment

  • SDG 9: Industry, Innovation and Infrastructure

  • SDG 12: Responsible consumption and production

  • SDG 13: Climate protection

4 companies with SDG impact

  • Vendor Profile – Cisco

  • Vendor Profile – Genesys

  • Vendor Profile – Lumens

  • Vendor Profile – NICE

  • Vendor Profile – NTT Ltd.

5 growth opportunities universe

  • Growth Opportunity 1 – WAH drives innovative technology solutions

  • Growth Opportunity 2 – Circular Economy Business Models

  • Growth Opportunity 3 – New work environment and employee retention tools

6 Appendix

For more information about this report, visit

About Thelma Wilt

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