Aragon Research releases its first Aragon Research Globe™ for Intelligent Contact Centers (ICCs) in Small and Medium Businesses (SMB). The ICC market has shifted, and with a focus on Generative AI to power virtual agents, the time is now to transform the contact center. For SMB buyers, modernization and automation are key priorities.
Introduction
Contact centers are under severe pressure to modernize and transform not only for better omni-channel interactions but for quicker and more accurate answers. For SMBs, the need to have a Contact Center that is easy to deploy and supports both human and virtual agents is key. Going forward, virtual agents will be doing more work to answer foundational questions and answers, leaving the heavy lifting to humans. With the rise of OpenAI's ChatGPT and the shift to large language models (LLMs), it is clear that AI is here to stay.
