The rise of AI Agent Platforms marks a significant shift in the contact center landscape.
PALO ALTO, Calif., Dec. 5, 2024 /PRNewswire-PRWeb/ -- Aragon Research today announced the release of its third annual Aragon Research Globe™ for AI Agent Platforms in the Intelligent Contact Center (ICC), 2025.
The report highlights the convergence of generative AI and conversational AI, resulting in the rise of AI Agent Platforms. These platforms leverage large language models (LLMs) to deliver more intelligent, human-like interactions in customer service settings.
Key takeaways from the report include:
- AI Agent Platforms are here to stay. These low-code platforms are transforming the contact center, enabling faster development and deployment of sophisticated virtual agents.
- Agent Assist is a must-have. Organizations should prioritize deploying agent-assist offerings to empower human agents with AI capabilities.
- Start with configurable Virtual Agents. Before building custom virtual agents, leverage pre-configured options to accelerate time-to-value.
"The rise of AI Agent Platforms marks a significant shift in the contact center landscape," said Jim Lundy, Aragon Research CEO and Founder. "These platforms are enabling organizations to deliver superior customer service, improve efficiency, and reduce costs."
The report emphasizes the importance of selecting and implementing Agent Platform offerings based on desired business outcomes, rather than solely focusing on the technology itself.
This report complements two other Aragon Research Globe™ reports:
- Aragon Research Globe™ for AI Agent Platforms: Focuses on the broader AI Agent Platform market.
- Aragon Research Globe™ for Intelligent Contact Centers (ICC): Focuses on vendors' strengths and challenges across the entire contact center technology stack.
Aragon Research provides an in-depth analysis of 22 major providers in the rapidly evolving market for AI-powered agent platforms:
8x8, Amazon Connect, Avaya, Balto, C1, Cisco, Content Guru, Convoso, Cresta, Dialpad, Five9, Genesys, Google, Intermedia, Khoros, NICE, Replicant, RingCentral, Salesforce, ServiceNow, Talkdesk, and Vonage.
To learn more, download the full report: The Aragon Research Globe™ for AI Agent Platforms in the Intelligent Contact Center (ICC), 2025.
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 both vendor and buyer communities with a proven research process that provides valuable context to current market conditions, future market implications, and competitive landscape assessment. For more information, visit http://www.aragonresearch.com.
Media Contact
Paula Quiroz, Aragon Research, 650-285-9889, [email protected], aragonresearch.com
SOURCE Aragon Research
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