How AI agents are transforming contact centers in 2025

The Aragon Research Globe for AI Agent Platforms in the ICC, 2025 evaluates 22 major providers in the intelligent contact center market, highlighting AI-powered virtual agents.

Key findings include:

AI Agent Platforms are more accessible via low-code environments
Agent Assist capabilities are essential for contact centers
Conversational AI and large language models enhance agent capabilities
Role-based agents for specific functions are increasing
Security and AI governance are critical

The report categorizes vendors as Leaders, Contenders, Innovators, and Specialists based on vision and performance.

Vendor:: Avaya
Posted:: Mar 27, 2025
Published:: Mar 28, 2025
Format:: PDF
Type:: Research Content

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