Aragon Research Reveals the 2019 Globe for Intelligent Contact Centers

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Aragon examines 13 providers in a market that is transitioning from traditional offerings to cloud and AI-based offerings.

13 providers are examined in first annual Globe for Intelligent Contact Centers 2019.

Aragon Research examines 13 major providers in the intelligent contact center market.

Making the right contact center choice is critical, and enterprises need to keep current and future AI capabilities in mind when considering providers.

Aragon identifies thirteen major providers in its first annual Aragon Research Globe for Intelligent Contact Centers, published today. The report states that the contact center market is evolving to address changes in customer expectations and enterprise requirements by leveraging emerging AI technologies, and details how enterprises can plan for the shift to a seamless customer experience.

In the report, Aragon identifies three key reasons for the emergence of the AI-based contact center (intelligent contact center):

  • Customer expectations are emerging faster than enterprises can respond
  • Customers expect personalized and consistent experiences
  • Natural language processing (NLP) enables understanding sentiment and predicting the reason for customer engagement

The evolution of machine learning technologies and digital assistants are helping to drive the growth of this market, because they will be able to identify the real issue a customer is facing 50% faster than traditional approaches by 2022, according to Aragon Research. Today, contact centers are staffed by humans. By the end of year 2021, however, Aragon predicts digital labor will become a key feature in intelligent contact center offerings. It will be important for enterprises to balance the ratio of human to digital labor—i.e. the automation of tasks performed by computer applications that were formerly performed by humans.

“When every second counts, using AI in the contact center is a way to automate and resolve customer issues faster, and that’s why it has transformative potential when it comes to the customer experience,” said Jim Lundy, CEO of Aragon Research. “Making the right contact center choice is critical, and enterprises need to keep current and future AI capabilities in mind when considering providers.”

The providers evaluated in this Globe report include: Altitude Software, Aspect, Avaya, Cisco, Five9, Genesys, Mitel, NEC, NICE inContact, Talkdesk, Unify, Vonage, and 8x8.

Enterprises should use this Globe report to help them begin evaluating intelligent contact center providers and to understand where the market is headed. Aragon clients can access The Aragon Research Globe for Intelligent Contact Centers, 2019 in the AIN client community or on

About Aragon Research
Aragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts. For more information, visit

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