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What Are Intelligent Contact Centers?

In an era of digital transformation, yesterday's communication methods—such as traditional voice response systems—can't keep up with the needs of the digital enterprise or the rising customer demand for personalized, consistent journeys.

Contact centers are evolving into AI-enhanced intelligent contact centers (ICCs) to enable faster interactions, deeper insights, and seamless experiences for both customers and customer service teams. As the primary interface between a business and its customers or prospects, providing a positive contact center experience is critical to ensuring customer satisfaction, acquisition, and retention.

We advise our clients on how to get started with an intelligent contact center by focusing on specific priorities and business outcomes.

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Powering Enhanced Customer Journeys

The customer journey is essential to future-proof the customer experience, and with customer loyalty earned on each and every interaction, enterprises can't afford to skip out on modern contact center capabilities.

AI chatbots (or what we refer to as conversational AI), embedded with natural language processing (NLP) technologies, are increasingly becoming the first touchpoint a customer has with a business. Additionally, machine learning, sentiment analysis, and content analytics can provide deeper insights into customer experiences. Read this report to learn how AI will transform contact centers.

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Recent Research

2024-27 Hot Vendors in Intelligent Contact Center 

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. As digital labor continues to grow, Aragon identifies three Hot Vendors that are making a difference.

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

Aragon Research releases its first Aragon Research Globe™ for Intelligent Contact Centers (ICCs) in Small and Medium Businesses (SMB).

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The Aragon Research Globe for Conversational AI in the Intelligent Contact Center (ICC), 2024

 Aragon Research releases its second annual Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC). This report covers 20 major providers in this market and reports specifically on their conversational AI.

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The Aragon Research Globe for Intelligent Contact Centers, 2021

Aragon Research releases its third Aragon Research Globe™ for intelligent contact centers (ICCs). The ICC market is in the midst of consolidation as the demand for contact centers has grown during the pandemic.

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To view all of our research on the cloud visit our Cloud Research Index >

Related Content

How Is AI Transforming the Contact Center Market?

For contact centers, it has become increasingly important to integrate various modes of communications and the technologies that support customer journeys. In an era of increasing user expectations, AI is a key enabler for faster outcomes within the contact center.

Download your complimentary eBook to understand the key trends driving the evolution of contact center and to learn more about which AI-infused processes to look for when evaluating contact center providers.

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The Chatbots Are Coming: How to Prepare for the Shift to Digital Labor
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The Evolution of Contact Center

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Recent Blogs

Serenova Buys Lifesize: From Contact Center to UCC

In this blog, we examine the merger in more detail and offer an analysis of what it may mean for the unified communications and collaboration market.

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Why Did Contact Center Provider Five9 Acquire Virtual Observer? 

In this blog, we explore the details of the sale and what it may suggest about the intelligent contact center market more generally.

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Cisco Announces Intent to Acquire CloudCherry

Cisco announced its intent to acquire Customer Experience Management provider CloudCherry to enhance its Contact Center portfolio. CloudCherry’s offerings include customer journey mapping, predictive analytics, and integrations.

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Intermedia Acquires Cloud Contact Center Provider Telax

Last week, on August 12th, 2019, unified communications as a service and business cloud email provider Intermedia announced the acquisition of Telax. This blog explains the associated opportunities and challenges.

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