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Aragon Research predicts that more contact center providers will use AI to enable enhanced customer profiles in 2024.
Solutions like Avaya Experience Platform are already doing this, allowing organizations to build a dynamic and adaptable contact center ecosystem enabled by AI.
According to Aragon research, 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, the 15 major vendors in this report are in the midst of some of the biggest changes since this market came to fruition 25 years ago.
Aragon Research positioned itself as an AI trailblazer in 2018 when they introduced the concept of the Intelligent Contact Center (ICC), an AI-enabled contact center with faster interactions, deeper insights, and seamless experiences for both customers and customer service teams.
Fast-forward to today and AI has taken contact centers--and the world—by storm. Aragon Research explains that “over the last 11 months, with the advent of OpenAI ChatGPT and the shift to large language models, it is clear that AI is here to stay.”
The Aragon Research Globe™ for the Intelligent Contact Center, 2024
You can access the research anytime you want from the link below.
Copyright © 2023 Aragon Research Inc. and/or its affiliates. All rights reserved. Aragon Research and the Aragon Research Globe are trademarks of Aragon Research Inc. All other trademarks are the property of their respective owners. This publication may not be distributed in any form without Aragon Research’s prior written permission. The information contained in this publication has been obtained from sources believed to be reliable. Nevertheless, Aragon Research provides this publication and the information contained in it "AS IS," without warranty of any kind. To the maximum extent allowed by law, Aragon Research expressly disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. The opinions expressed here-in are subject to change without notice. Although Aragon Research may include a discussion of related legal issues, Aragon Research does not provide legal advice or services and its research should not be construed or used as such. Aragon Research is a private company and its clients may include firms or financial institutions that have financial interests in entities covered by Aragon Research. Further information about the objectivity of Aragon Research can be found at aragonresearch.com