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Aragon Research's 2026 Globe for Agent Platforms

Aragon Research, Inc., a prominent advisory and insights firm, has recently released its 2026 Globe™ for Agent Platforms focused on the Intelligent Contact Center (ICC). This report illustrates the substantial evolution taking place in the contact center realm, propelled by the integration of Generative AI (GenAI) and advanced AI Agents.

The gradual transition from basic “Agent Assist” tools to robust “AI Assistants” is reshaping organizational approaches to customer service and operational efficiency. Enterprises are increasingly leveraging autonomous agents with the ability to reason, make informed decisions, and perform intricate tasks. The findings of the 2026 Globe™ indicate a shift away from traditional monolithic bots, towards a diversified network of specialized, role-based agents that can collaborate within a cohesive ecosystem.

Insights from the 2026 Globe™

Jim Lundy, CEO and Founder of Aragon Research, emphasized, “The core challenge for 2026 transcends simple AI development; it’s about mastering the organization’s knowledge base.” He pointed out that knowledge repositories, dubbed “Knowledge Lakes,” would become essential resources. These curated stores of verified information enable AI agents to deliver responses akin to human interaction and efficiently address sophisticated queries.

Key Findings:

1. Transition to Reasoning Engines: The current generation of AI is moving beyond basic Retrieval Augmented Generation (RAG) towards LLM-based reasoning engines. These advanced systems empower agents to engage in logical deduction and inference.
2. Multi-Agent Orchestration: Standard protocols such as Agent-to-Agent (A2A) and Model Context Protocol (MCP) are gaining traction. These allow agents from diverse suppliers to collaborate and streamline business processes comprehensively.
3. Agentic Identity and Security: With AI agents now undertaking entire job roles, the demand for Agentic Identity and Security Platforms (AISP) is crucial. These systems manage digital identities and mitigate risks associated with unauthorized AI agent proliferation.
4. Emergence of Knowledge Lakes: By the close of 2026, it’s predicted that 40% of contact centers will utilize Knowledge Lakes, enabling superior performance through the integration of various information streams.

Evaluation of Market Influencers

The 2026 Globe™ for Agent Platforms meticulously assesses 20 leading organizations that substantially influence the contact center market's trajectory. Each vendor is classified into one of four groups—Leaders, Contenders, Innovators, and Specialists—based on their strategies and performance. Organizations are encouraged to look beyond superficial market standings and instead focus on how well these solutions can integrate with their existing systems and support specific applications, such as Automated Quality Management (AQM) and live coaching capabilities.

About Aragon Research

Aragon Research is renowned for offering actionable insights to business and IT executives, helping them navigate the complexities of technology as it evolves. Headquartered in Palo Alto, CA, the firm collaborates with leaders at all levels within the business and IT sectors to provide the necessary strategies and tools for improved decision-making in technology adoption and business strategies. For more information, visit www.aragonresearch.com.

It’s important to note that Aragon Research does not endorse specific vendors or their services mentioned in its publications and advises discernment when selecting vendors, regardless of their ratings. The content of Aragon Research publications represents the firm’s opinions and should not be viewed as definitive facts.