Gartner® Market Trend: Generative AI and Agentic AI Drive Contact Center Agent Reductions for Customer Service Cost-Efficiency

This Gartner® Market Trend report explores key trends in generative and agentic AI for contact centers. It also examines how communications service providers (CSPs) must collaborate closely with customer service and support teams to identify high-impact opportunities for automating customer service interactions.

In addition to CSP project implementation support, two key requirements will exist for many organizations to move forward with contact center transformation initiatives:

• Identification of realistic customer service automation — Evaluate interaction profiles to construct contact center routing intelligence.
• Quantifiable benchmarking to demonstrate value — Translate projected cost savings within unique customer service environments by calculating interaction and agent automation savings using benchmarking data.

Spectrum Unified CX with RingCentral (UCX) is a single, unified platform that combines unified communications, contact center, and embedded AI. Designed to help organizations address many of the customer service and automation challenges discussed in the research, Spectrum UCX delivers AI powered experiences across communications, collaboration, and omnichannel customer experience, supported by Spectrum’s implementation services, network reliability and 24/7 US based support.

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Gartner® Market Trend: Generative AI and Agentic AI Drive Contact Center Agent Reductions for Customer Service Cost-Efficiency, Megan Fernandez, 18 August 2025 

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