The Aragon Research Globe™ for Intelligent Contact Centers, 2019

Research Note

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Summary

Aragon Research releases its first Aragon Research Globe™ for Intelligent Contact Centers. It examines 13 major providers in a market that is in the midst of a transition from traditional offerings to AI-based ones. This shift will signify the beginning of the rise of digital labor.

The contact center market is evolving to address changes in customer expectations and more stringent enterprise requirements by leveraging emerging AI technologies. This research note identifies the new elements of an intelligent contact center and how enterprises can plan for the shift to a seamless customer experience, and evaluates thirteen major providers in the market.

Identified Vendors:

Altitude Software
Aspect
Avaya
Cisco
Five9
Genesis
Mitel
NEC
NICE inContact
Talkdesk
Unify
Vonage
8x8

Research Note Details

Topic: Intelligent Contact Center
Issues: Who are the intelligent contact center providers and how will they evolve?
Research Note Number: 2019-23

Length: 31 pages
File Size: 5.5 MB 
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research
Authors:

Aragon Analyst Jim Lundy

Jim Lundy, CEO of Aragon Research