Intelligent Contact Center, Powered by Modern AI: Intelligence That Powers Enhanced Customer Journeys

Research Note

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The Contact Center typically acts as the primary interface between an enterprise and its customers and prospects, so the importance of providing a positive experience cannot be overstated. The Intelligent Contact Center (ICC) integrates modern Artificial Intelligence (AI) technologies with current Contact Center functions and workflow to improve the customer sales and support journeys. Adding AI to a Contact Center can enable faster, more personalized, and more accurate interactions while capturing deeper insights into customer wants and needs.

This research note presents an overview of the market forces and examples of specific use cases that will drive the development and adoption of Intelligent Contact Center solutions.


Research Note Details

Topic: Contact Center
Issue: How will the emerging AI technologies influence the evolution of the Contact Center market?
Research Note Number: 2018-20

Length: 14 pages
File Size: 219 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research

Jim Lundy, CEO of Aragon Research


Adrian Bowles, Vice President of Research and Lead Analyst at Aragon Research


Nicole Speciale, Associate Analyst and Editor at Aragon Research