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Aragon Research has unveiled the 2024 Aragon Research Globe™ for the Intelligent Contact Center (ICC) - the fifth edition of this comprehensive assessment. The pressing competition in the ICC space centers around Generative AI as a pivotal force and the acceleration of virtual agent solutions through low-code platforms.
"2024 marks the race for Intelligence in the Contact Center, with Generative AI at the forefront of this transformation," said Jim Lundy, CEO and Founder of Aragon Research.
Aragon Research introduced the concept of the Intelligent Contact Center in 2018, a vision that initially faced skepticism regarding the AI-driven shift. However, with the advent of OpenAI's ChatGPT and the rise of large language models, it's evident that AI has firmly established itself in the landscape.
As we step into 2024, the demand for the Intelligent Contact Center is undeniable, yet the pursuit of Intelligence is only beginning. A significant aspect of this journey is automation, with Generative AI shaping the ICC architecture.
It is crucial to assess ICC providers based on their present omni-channel capabilities and their vision for the evolution of both human and virtual agents. With the increasing convergence of Unified Communications and Collaboration (UC&C) and contact center functionalities, new use cases are emerging, propelling business growth.
Contact centers are under immense pressure to modernize, enabling more effective omni-channel interactions and faster, accurate responses. Moving forward, virtual agents will play a pivotal role in answering foundational queries, allowing human agents to tackle more complex tasks.
The ICC market landscape has shifted significantly, with Generative AI taking the lead in powering virtual agents. The top 15 vendors featured in this report are navigating transformative changes unseen since the inception of this market a quarter-century ago.
About Aragon Research:
Aragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
Published: Wednesday, November 15, 2023
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