Aragon Research has released its fourth Aragon Research Globe™ for Intelligent Contact Centers (ICCs), evaluating a market in transition as organizations look to move to the cloud, enhance agent capabilities,  and digital labor continues to grow. 

LiveVox is proud to share that we have been named an Innovator! This is our first year to earn this distinguished accolade. Earlier in 2022, we were named a Hot Vendor by Aragon Research. 

Key findings in Aragon Research’s 2022 report include predictions that:

• By the end of 2023, 60% of ICC providers will know the right type of communication channel to use for outbound campaigns; by 2025
• 40% will offer an integrated hybrid workforce optimization that can manage both humans and virtual agents
• By the end of 2024, 55% will enable a more personalized customer experience. 

The report evaluates trends in intelligent contact centers including personalization via customer data platforms improving CX, omnichannel communications such as voice, email, webchat, and video driving digital transformation. It also considers cloud growth in mid-market & large enterprises with unified communication integration increasing demand for intelligent contact centers; conversational AI evolution enabling no-code solutions going mainstream and making human agents better through virtual agent assist capabilities.

Along with these market trends, the Aragon Research Globe™ also identifies key providers that are making a difference through automation and intelligence. 

This year, LiveVox was named an Innovator for our unified communications, collaboration, and artificial intelligence solutions that position us to meet the changing and growing need for tools that drive enhanced customer engagement in the contact center of the future. We were evaluated as innovators for our strength in the following areas: 

● Cloud contact center focus and expertise

● Pre-integrated omnichannel and AI capabilities

● Easy orchestration of data, apps, and workflows

● Purpose-built CRM and unified data model

● Robust risk mitigation tools and controls

● Strong end-to-end SLA with high availability

The report highlights LiveVox’s SpeechIQ^® with automated Quality Management, which is an analytics-driven quality management solution designed to elevate both the customer and agent experience while providing quality and compliance to the contact center. 

LiveVox’s SpeechIQ^® delivers 100% omnichannel interaction auditing and actionable, data-driven insights. By uploading calls and digital interactions to LiveVox’s PCI compliant, cloud-based system, contact center managers receive actionable transcriptions and sentiment analytics with industry-leading speed and accuracy. Agents benefit from synchronized recordings alongside coaching and tailored eLearning content within the LiveVox platform, making LiveVox an innovator for the future of virtual agents/human hybrid work.

“This is LiveVox’s first year in the Intelligent Contact Center Globe, demonstrating a notable positioning in the market,” said Aragon Research Founder & CEO, Jim Lundy. “LiveVox offers comprehensive data- powered contact center solutions  and with its easy orchestration of data, apps, and workflows, should be on business and IT leaders’ radar.”

Download the full report here and see how LiveVox is changing the intelligent contact center game with universal profiles, data, omnichannel, and more.