The Aragon Research Globe™ for the Intelligent Contact Center, 2025
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The Race to AI-based Agents and Next-Generation CX Experiences
Who are the Intelligent Contact Center providers and how will they evolve?
As enterprises face mounting pressure to modernize, the focus has shifted to solutions that balance automation with human expertise, enabling faster resolutions and deeper customer insights. With voice, chat, and omnichannel capabilities becoming central, the future of customer support is set to be more efficient, innovative, and customer-centric than ever before.
The ICC market is evolving rapidly, with virtual agents transforming customer interactions and complementing human agents. Aragon Research highlights the rise of digital labor and the 15 key vendors driving one of the market's most significant shifts in 25 years.
AI and generative technologies are critical in delivering seamless, personalized experiences. By 2025, virtual agents, enhanced customer profiles, and third-party large language models (LLMs) will play a major role in shaping customer engagement. This report evaluates the key providers and trends redefining the ICC landscape.
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