Aragon estimates that 40% of the workforce will work remotely by the end of 2022, and contact centers are not immune to this trend.
PALO ALTO, Calif. (PRWEB) June 16, 2020
Aragon Research identifies fifteen major providers in its second edition of the Aragon Research Globe for Intelligent Contact Centers, 2020, published today. The report states that as virtual agents come online, the opportunity rises for enterprises to solve customer problems faster than ever before.
Due to COVID-19, many physical contact centers closed, forcing call centers to enable their associates to work remotely. Aragon estimates that 40% of the workforce will work remotely by the end of 2022, and contact centers are not immune to this trend. The contact center market is now being forced to digitally transform. By leveraging conversational AI, enterprises can focus on building more automated contact center services that lead to more engaging and personalized customer journeys—all through virtual agents.
“Last year, we saw continued efforts to build the intelligent contact center,” says CEO Jim Lundy. “Now, the pressure is on as ICC providers react to the current crisis and support their customers with the new reality of remote agents.”
The providers evaluated in this Globe report include: 8x8, Altitude Software, Aspect, Avaya, Cisco, Five9, Fuze, Genesys, Intermedia, Mitel, NEC, NICE inContact, Talkdesk, Unify, and Vonage.
Enterprises should use this Globe report to identify the new elements of an intelligent contact center and learn how to plan for the shift to a seamless customer experience with virtual agents. Aragon clients can access the Aragon Research Globe for Intelligent Contact Centers, 2020, in the AIN client community or on aragonresearch.com.
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 https://www.aragonresearch.com/.