The shift towards intelligent contact centers is accelerating, driven by AI advancements. Generative AI is revolutionizing virtual agent capabilities, enabling faster development and deployment. As contact centers modernize, the focus is on both omnichannel interactions and intelligent automation. Enterprises should evaluate providers not only on current capabilities but also on their roadmap for integrating human and virtual agents in the intelligent contact center architecture.
Aragon has identified three Intelligent Contact Center vendors that are making an impact in the market:
Cloud Talk | Netiva | Call Center Studio
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Generative AI is transforming the video market. Enterprises are embracing video to meet demand, but legacy infrastructure often poses a challenge. MicroVideo has emerged as a key use case, driven by platforms like TikTok. Video providers must innovate to meet new demands while serving existing customers. Generative AI enables dynamic video understanding and generation. Video assistants empower knowledge workers to leverage video effectively. The market is evolving rapidly, and businesses should evaluate new solutions carefully.
Aragon has identified five Video AI vendors that are making an impact in the market.
Animaker | Invideo | Loom | Synthesia | Visla
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