Aragon Names Vonage a Leader in Intelligent Contact Center Solutions
The Intelligent Contact Center market has shifted, and now virtual agents are coming online, ready to work with and help human agents and customers. This report explores what this shift will mean for the industry — and how Vonage is positioned to be the provider of choice.
The challenge for contact centers: Transform or get left behind
Nothing is more important than the needs of users and customers. Businesses today must look for ways to meet those needs, starting with virtual agents that can better answer basic questions. This report evaluates the trends in the market and spotlights some of the key aspects of an intelligent contact center including:
While voice is still dominant, chat, video, and even social media are growing in importance. true omnichannel communications can empower a contact center to deliver superior customer support.
The fusion of contact center and unified communications solutions in one stack enables smoother workflows and business processes.
Intelligent contact centers, using tools like virtual agents, open the door to new use cases. For example, Aragon feels that telehealth and prescription refills are just two areas where virtual agents and other tools can shine, with sophistcated ICC-based video routing on the horizon.
Ready to learn more about Vonage intelligent contact center solutions?
Get the full story now
