Aragon Research Identifies Top Intelligent Contact Center Providers for SMBs in 2025 Report
MORGAN HILL, Calif., March 13, 2025 /PRNewswire/ -- Aragon Research today released its second Aragon Research Globe(TM) for the Intelligent Contact Center (ICC) for Small and Medium Businesses (SMB), highlighting the market's rapid transformation driven by Generative AI and digital labor.
"The contact center is undergoing a dramatic transformation, driven by the rapid adoption of Generative AI," said Jim Lundy, Aragon Research CEO and Founder. "SMBs must prioritize modernization and leverage AI-powered virtual agents to enhance customer experiences and streamline operations."
The key findings of the Aragon Research Globe(TM) highlight a rapid transformation in the Intelligent Contact Center (ICC) market.
The report underscores the emergence of digital workers, including agent assistants and customer assistants, powered by Generative AI. This technology is driving a new era of virtual agents, enabling SMBs to automate routine tasks and enhance customer experiences.
Aragon analysts expect a significant majority of ICC providers to integrate third-party Large Language Models (LLMs), enabling new, conversational applications beyond traditional agent models. This necessitates urgent modernization for SMBs, who must prioritize AI adoption to enhance customer support and streamline operations, including deploying virtual agents and exploring cost-effective bundled UC&C solutions.
The 2025 report assesses 10 key providers empowering SMBs to modernize their contact centers:
8x8, Dialpad, GoTo, Intermedia, NEC, Nextiva, RingCentral, SharpenCX, Talkdesk, and UJET.
About Aragon Research:
Aragon Research is an independent research and advisory firm specializing in disruptive technologies. Aragon provides actionable insights to help technology and business leaders navigate the complexities of the digital era. Aragon's analysts cover a wide range of markets, from collaboration and AI to automation and the intelligent workplace. For more information, visit aragonresearch.com.
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SOURCE Aragon Research Inc.
