ESG Initiatives in the Contact Center, 2024

Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies

The publisher's June 2022 study, Sustainability and Circularity Matters - Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study.

Some industries, including oil and gas, agriculture, and chemicals, make it easier to examine progress toward ESG goals, such as sustainability. Nevertheless, CX and, by extension, the CC apply to all industries and add another layer to measure ESG progress. The following 4 primary SDGs receive the most emphasis from CC solution providers as a whole:

• SDG 3: Good Health and Well-being
• SDG 9: Industry, Innovation, and Infrastructure
• SDG 13: Climate Action
• SDG 12: Responsible Consumption and Production

Other SDGs, such as promoting gender equality among a vendor's customers and supply chains (SDG 5) or making equipment accessible (e.g., agent displays), continue to receive funding (SDG 8). Organizations in the CC area create solutions that advance other SDGs. In addition, they have technologies that address the entire enterprise, including network security procedures and portfolios (SDG 16). Here are a few examples:

• 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

This growth opportunity analysis examines efforts and actions on SDGs taken by solution providers in the CC industry as part of broader ESG plans. It details what efforts are currently table stakes in ESG and highlights some providers that are excelling in making an impact on SDGs.