The contact center is evolving through the rise of real-time solutions and the power of artificial intelligence. Aragon has identified several vendors in the intelligent contact center that are making a difference in the market.

Identified vendors: 

Balto
Convoso
Cresta

Introduction

In a world increasingly defined by hybrid work, contact centers are learning to adapt to new challenges for management and leveraging new innovations in artificial intelligence (AI) to accelerate their operations. The contact center AI market is adapting to a post-pandemic world by offering business leaders more choices in how to support their live agents, and bringing new innovations, such as real-time analytics and coaching, to the table.

In this Research Note, we review trends that are defining the contact center in 2022 and evaluate 3 providers that are making a difference in this market.