PALO ALTO, Calif., Feb. 26, 2026 /PRNewswire/ — Aragon Research, Inc., a leading technology insights and advisory firm, today announced the publication of The Aragon Research Globe™ for Agent Platforms in the Intelligent Contact Center (ICC), 2026. The report highlights a profound transformation in the contact center market, driven by the integration of Generative AI (GenAI) and the emergence of sophisticated AI Agents that are redefining the concept of digital labor.

As the market shifts from simple “Agent Assist” tools to comprehensive “AI Assistants,” organizations are increasingly deploying autonomous agents capable of reasoning, making decisions, and executing complex tasks. The 2026 Globe™ identifies a move away from monolithic bots toward a network of highly specialized, role-based agents—such as Healthcare, Financial, or Sales Development Rep (SDR) agents—that collaborate within an interconnected ecosystem.

“The central challenge for 2026 is no longer just building AI, but mastering the enterprise’s knowledge,” says Jim Lundy, CEO and Founder of Aragon Research. “We are entering a race to own knowledge. The rise of Knowledge Lakes—repositories of validated, curated information—will be the critical asset that allows AI agents to deliver accurate, human-like interactions and solve complex problems at a faster rate than their human counterparts”.

Key Findings of the 2026 Globe™ Include:

The Shift to Reasoning Engines: Basic Retrieval Augmented Generation (RAG) is being superseded by LLM-based reasoning engines that allow agents to perform logical deduction and inference.
Multi-Agent Orchestration: The adoption of standardized protocols like Agent-to-Agent (A2A) and Model Context Protocol (MCP) is enabling agents from different vendors to discover and collaborate on end-to-end business processes.
Agentic Identity and Security: With AI agents taking on full job roles, Aragon identifies a critical need for Agentic Identity and Security Platforms (AISP) to manage digital identities and mitigate risks like “Shadow AI agent” sprawl.
The Rise of Knowledge Lakes: Aragon predicts that by year-end 2026, 40% of contact center providers will leverage knowledge lakes to incorporate multiple information sources for smarter agent performance.

The 2026 Aragon Research Globe™ for Agent Platforms in the ICC evaluates 20 major providers who are materially influencing the direction of the market. Vendors are categorized into four sectors—Leaders, Contenders, Innovators, and Specialists—based on their performance and strategy.

Enterprises are encouraged to look beyond market positioning and evaluate solutions based on their ability to integrate with existing enterprise systems and their support for specific use cases like Automated Quality Management (AQM) and real-time coaching.

About Aragon Research
Aragon Research is an independent research and advisory firm that provides business and IT executives with the actionable insights they need to navigate technology’s ever-evolving impact on business. Headquartered in Palo Alto, CA, Aragon Research works with executives at every major level of the business and IT organization to provide them with the strategy and tools they need to make better technology and strategy decisions. For more information, visit www.aragonresearch.com.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact.