The Modern Contact Center

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.


Modern Contact Center
Powering Enhanced Customer Journeys

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.


Featured eBook

How AI Will Transform Contact Center

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.


Featured Webinar

Aragon predicts that by 2021, digital labor will become a key feature of intelligent contact center offerings. This will force enterprises to plan for the ratio of human labor to digital labor.

Join this webinar on June 14th with Jim Lundy, CEO and Lead Analyst to learn and understand the trends driving the rise of the intelligent contact center (ICC).

why your AI contact center will never be the same


Register Now

Complimentary Infographic

[Infographic] The Evolution of Contact Center

With the maturation of artificial intelligence technologies comes the evolution of the contact center. Read the full infographic for an overview of the transforming market.

Intelligent Contact Center Research

Globe for ICC 2019

The Aragon Research Globe™ for Intelligent Contact Centers, 2019
May 30, 2019

Summary: This research note examines 13 major providers in a market that is in the midst of a transition from traditional offerings to AI-based ones. Read More >

Intelligent Contact Center, Powered by Modern AI

Intelligent Contact Center, Powered by Modern AI
July 9, 2018

Summary: Contact center performance directly impacts the customer experience, and AI-backed contact centers enable faster, personalized, and more accurate interactions, while lowering costs and providing deeper insights for the enterprise. Read More >

Hot Vendors™ in Intelligent Contact Center, 2018

Hot Vendors™ in Intelligent Contact Center, 2018
September 5, 2018

Summary: This research note overviews the key trends impacting the evolving contact center market and discusses three providers that are enabling integrated experiences, faster time to resolution, and accelerated business results. Read More >

Intelligent Contact Center Blogs

Intermedia acquires Telax

Intermedia Acquires Cloud Contact Center Provider Telax
August 20, 2019

Last week, on August 12th, 2019, unified communications as a service and business cloud email provider Intermedia announced the acquisition of Telax. Read More >

avaya engage latin america the shift to intelligent contact centers

Avaya ENGAGE Latin America's Theme: Shifting to the Intelligent Contact Center
June 14, 2019

Avaya is investing heavily in AI and the shift to the intelligent contact center. Intelligent contact centers leverage knowledge about the customer so that the process can be amended and problems can be recognized sooner and solved faster. Read More >

robots call center

Which Is Growing Faster: Customer Support Systems or Our Expectations?
July 8, 2019

With the recent growth in AI technologies, basic customer service and support systems are shifting to intelligent contact centers. Read More >


Enterprise Connect in Three Words: Cloud, UCC, and Contact Center
March 25, 2019

This blog provides three key things we observed at Enterprise Connect, in regards to major developments in cloud, UCC, and intelligent contact center. More than any other area, the race to add AI to contact centers was a popular discussion at EC19. Read More >