Digital Labor Revolution: Aragon Research Defines Next-Gen Intelligent Contact Center (ICC) Trends [Yahoo! Finance]
Ericsson - American Depositary Shares each representing 1 underlying Class B share (ERIC)
Last ericsson - american depositary shares each representing 1 underlying class b share earnings: 4/22 01:48 am
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Source: Yahoo! Finance
The report, titled "The Race to AI-based Agents and Next-Generation CX Experiences" , finds that the contact center market is undergoing an accelerated, fundamental transformation as it shifts from human-centric operations to AI-First, Agentic Systems powered by Generative AI. "The contact center is no longer just a support desk—it's a strategic asset where AI agents and humans collaborate to execute complex business processes," said Jim Lundy, CEO and Lead Analyst at Aragon Research. "The new strategic battleground is Digital Labor, where AI Agents work hand In hand with human agents to deliver the highest levels of customer experience." Key Market Findings The 2026 Globe details a market driven by the shift to digital labor: Agentic Systems Go Live: The market is rapidly adopting specialized, role-based AI agents that can seamlessly collaborate and hand off tasks to both human and virtual counterparts. The Rise of the AI Assistant: Foundational AI tools like Agent Assist ar
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