Aragon Research Releases Its Fourth Aragon Research Globe™ For The Intelligent Contact Center

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In its fourth edition of the Aragon Research Globe™ for the Intelligent Contact Center (ICC), 2022–Aragon overviews fifteen major providers in the Intelligent Contact Center market.

Aragon Research Releases Its Fourth Aragon Research Globe™ For the Intelligent Contact Center

Aragon Research Releases Its Fourth Aragon Research Globe™ For the Intelligent Contact Center

This report is a representation of major providers that are offering innovative ICC capabilities and making a difference in the market.

In its fourth edition of the Aragon Research Globe™ for the Intelligent Contact Center (ICC), 2022–published today–Aragon overviews fifteen major providers in the Intelligent Contact Center market.

The report states the ICC market is in transition as the race to intelligence and integration with UC&C platforms drive consolidation. As digital labor continues to grow, the 15 major vendors in this report are offering different levels of virtual agent capabilities.

With customer experience (CX) being one of the top priorities for the enterprise, contact centers and the experience that they offer has become more center stage than ever. The focus on contact centers started during the pandemic when providing better virtual engagement became vital. Now, the new normal is about higher quality experiences with a focus on customer outcomes vs. traditional tracking metrics.

The need for better customer experiences has caused more stakeholders to look closer at contact centers and how they help or hinder customer experience.

This puts more pressure on both contact center operators and the providers to show innovation in their product roadmaps. Communication has become a critical success factor.

“When it comes to contact centers, being able to communicate across multiple channels (omni-channel) is now a given,” said CEO of Aragon Research, Jim Lundy. “This report is a great representation of major providers that are offering innovative ICC capabilities and making a difference in the market.”

The providers evaluated in this Globe report include: Alvaria, Atos Unify, Avaya, Cisco, Dialpad, Five9, Genesys, Intermedia, LiveVox, Mitel, NEC, NICE CXone, Talkdesk, Vonage, and 8x8.

Enterprises should use this report to carefully evaluate a wide assortment of vendors and trends in the Intelligent Contact Center (ICC) market. Aragon clients can access the Aragon Research Globe™ for the Intelligent Contact Center, 2022 in the AIN client community or by visiting http://www.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 http://www.aragonresearch.com.

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Paula Quiroz
@AragonResearch1
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