The Aragon Research Globe™ for the Intelligent Contact Center for SMB, 2024

The Aragon Research Globe™ for the Intelligent Contact Center for SMB, 2024

Preparing for Omni-Channel Communications and Virtual Agents

Research Note

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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.


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.

Research Note Details

Topic: Intelligent contact center, Small and Medium Businesses (SMB)
Issues: Who are the intelligent contact center providers and how will they evolve?
Research Note Number: 2024-06

Length: 26 pages
File Size: 2.5 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research

jim lundy


Jim Lundy  CEO, Founder & Lead Analyst