Contact Center Software are the solutions that provide contact center managers a better way to get actionable insights and recommendations out of customer interactions with the agents. These tools provide the features of capturing, structuring, and analyzing the data to get a pattern or predict future outcomes. Contact center analytics has proven to be an important solution, as it provides better analysis to enhance the customer experience. By utilizing technologies, such as machine learning, Artificial Intelligence (AI), and Natural Language Processing (NLP), contact center analytics solutions have provided analytics results and actionable insights.

COMPETITIVE LEADERSHIP MAPPING TERMINOLOGY

The vendors are placed into 4 categories based on their performance in each criterion under Contact Center Software: “visionary leaders,” “innovators,” “emerging companies,” and “dynamic differentiators.” The top 25 vendors in the contact center analytics market have been evaluated, including Cisco Systems, Genpact Limited., Verint Systems, Inc., 8X8, Inc., Genesys, Oracle Corporation, Mitel Networks Corporation, SAP SE, NICE Ltd., Enghouse Interactive, Five9, Inc., CallMiner, Servion Global Solutions, CallFinder, Calabrio, Inc., Ameyo, Bright Pattern, Inc., HPE, Noble Systems Corporation, 24[7] Customer, Inc., Aspect Software, Inc., Altitude Software, OpenText Corporation, NetFortris, and Avaya, Inc.

VISIONARY LEADERS

Vendors who fall into this category receive high scores for most of the evaluation criteria. They have strong and established product portfolios and a very strong market presence. They provide mature and reputable contact center analytics software and services. They also have strong business strategies. Cisco Systems, Genpact Limited., Genesys, Servion Global Solutions, Verint Systems, Inc., 8x8, Inc., NICE Ltd., CallMiner, Enghouse Interactive, and Five9, Inc. fall under this category.

INNOVATORS

Innovators in this competitive leadership mapping are vendors that have demonstrated substantial product innovations as compared to their competitors. They have very focused product portfolios. However, they do not have a very strong growth strategy for their overall businesses. Vendors who fall under this category are SAP SE, CallFinder, Oracle Corporation, Aspect Software, HPE, Noble Systems Corporation, Bright Pattern, Inc., Calabrio, Inc., and Ameyo.

DYNAMIC DIFFERENTIATORS

They are established vendors with very strong business strategies. However, they are low in their product portfolios. They focus on a specific type of technology related to the market. Vendors who fall under this category is Mitel Networks Corporation.

EMERGING COMPANIES

They are vendors with niche product offerings and are starting to gain their positions in the market. They do not have many strong business strategies as compared to other established vendors. They might be new entrants in the market and require some more time before getting a significant traction in the market. Vendors who fall under this category are 24[7] Customer, Inc., Altitude Software, OpenText Corporation, NetFortris, and Avaya, Inc.

Contact Center Analytics Solutions Quadrant

Comparing 25 vendors in Contact Center Analytics Solutions across 166 criteria.

Find the best Contact Center Analytics Solutions solution for your business, using ratings and reviews from buyers, analysts, vendors and industry experts

EVALUATION CRITERIA

Below criteria are most commonly used for comparing Contact Center Analytics Solutions tools.
  • Breadth and Depth of Product Offerings
    • Products Offered
    • Product Variants
    • Solutions Offered
      • Speech Analytics
      • Cross Channel Analytics
      • Predictive Analytics
      • Performance Analytics
      • Text Analytics
      • Other Services
    • Services Offered
      • Training support and maintanence services
      • Consulting services
      • Any other professional services
  • Product Features and Functionality
    • Channel Supported
    • Applications
      • Log Management
      • Automatic Call Distributor
      • Risk and Compliance Management
      • Real-time monitoring and reporting
      • Workforce Optimization
      • Customer Experience Management
      • Other Applications
    • Technology Used
      • Data Extraction and Mining
      • Machine Learning
      • Natural Language Processing (NLP)
      • Artificial Intelligence
      • Other Technology Used
    • Technology Supported
      • Voice User Interface Report
      • Customizable reprts and Dashboards
      • Appication Performance Report
      • Export and Share
      • Historical Reporting
      • Other Technologies Supported
  • Delivery
    • End Users
      • Healthcare
      • Life Sciences and pharmaceuticals
      • Banking
      • Retail and Consumer Goods
      • Financial Services and Insurance
      • Manufacturing
      • IT
      • Transportation and Logistics
      • Telecommunication
      • Travel and Hospitality
      • Governmnet and Defense
      • Other End Users
    • Solution Delivery
      • Delivery - Through Partners / Third-Party Vendors / MSSPs
      • Delivery - Direct
    • Deployment Model
      • Hosted / On-Cloud
      • On-Premise
    • Delivery Mode
      • Subscription / Licensing
      • Per User Basis
  • Support Services
    • Level of Support
    • Customer Redressal Mechanism/Program
    • Support Services
      • Technical Support
      • Customer Support
      • Sales Support
      • Other Support Services
    • Pre-Sales Support
      • Software Requirement Specification (SRS)
      • Product Demos
      • Proof of Concept
      • Dedicated Account Manager (DAM)
    • Medium of Delivery of Support Services
      • Remote Support
      • On-Site Support

TOP VENDORS (25)

  • 1

    Genpact registers its presence in the contact center analytics market with its core analytics service suite – Genpact Contact Center Analytics. The analytics services suite consists of a number of solutions, such as call elimination, KPI reporting, customer satisfaction assessment, and technology assessment.

    Read More
    • Enterprise
    • New York, USA
    • Founded: 1997
    • More than $100 BN
    • 75,001 to 1,00,000
  • 2

    8X8 Contact Center products – Virtual Contact Center and ConnectNow. Virtual Contact Center is a suite of cloud-based Software as a Service (SaaS), powered by the company’s single, cloud-based proprietary platform, 8x8 Communications Cloud.

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    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
  • 3

    Genesys registers its presence in the contact center analytics market with a number of solutions like (Genesys Pureconnect Contact Center) powered by its customer experience platform - Genesys CX Analytics. It enables contact center executives to gain crucial insights into customer interactions and operational data; and provides detailed reporting of application performance, including call data, voice user interface, agent performance, and Service-Level Agreements (SLAs).

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    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
  • 4

    Cisco registers its presence in the contact center analytics market with its analytics offering – Cisco Connected Analytics for Contact Center (CACC). It is a bundle of software and services, which includes an analytics engine, comprising software components for data integration and analytics; and services, such as Cisco data and decision science services.

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    • Enterprise
    • California, USA
    • Founded: 1984
    • $10BN to $50BN
    • 50,001 to 75,000
  • 5

    CallMiner registers its presence in the contact center analytics market with a number of solutions such as CallMiner Eureka, CallMiner myEureka, CallMiner EurekaLive, CallMiner Eureka API and CallMiner Eureka Xchange that can be deployed on-premises and on-demand.

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    • Enterprise
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
  • 6

    Five9 provides the Five9 Contact Center, which includes contact center software for reporting and WFO. The company offers comprehensive professional services, including application configuration, system integration, and education and training.

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    • SME
    • San Ramon, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • 7

    Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.

    • Startup
    • Chennai, Tamil Nadu, India
    • Founded: 1991
    • $11MN to $50MN
    • 1,001 to 5,000
  • 8

    Verint registers its presence in the contact center analytics market with a number of customer engagement software and services solutions, powered by its Actionable Intelligence platform. These solutions by Verint are categorized into customer analytics, engagement management, and Workforce Optimization (WFO).

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    • Enterprise
    • New York, US
    • Founded: 1994
    • $1BN to $5BN
    • 5,001 to 10,000
  • 9

    NICE provides a number of solutions in the contact center analytics market, such as customer engagement analytics, contact center compliance, WFO, VoC, handle time optimization, call volume reduction, back-office performance, and fraud and authentication prevention.
    Nice Incontact Contact Center is a cloud based contact center.

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    • Enterprise
    • Ra’anana, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 5,001 to 10,000
  • 10

    Oracle provides Oracle Contact Center Telephony Analytics or Oracle Service Cloud Contact Center, which enables contact center managers to analyze the overall contact center performance. The product provides support for large numbers of concurrent users with native support for mobile and tablet devices, multi-terabyte data sets, and the largest enterprise deployment.

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    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 11

    EngHouse Interactive Contact Center is contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.

    • SME
    • Phoenix, Arizona, US
    • Founded: 1984
    • $101MN to $500MN
    • 501 to 1,000
  • 12

    SAP provides SAP Contact Center software in the contact center analytics market

    • Enterprise
    • Weinheim, Germany
    • Founded: 1972
    • $10BN to $50BN
    • 75,001 to 1,00,000
  • 13

    Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.

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    • Enterprise
    • Kata, Ontario, Canada
    • Founded: 1972
    • $500MN to $1BN
    • 1,001 to 5,000
    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
    • Enterprise
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • 18
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 50,001 to 75,000
    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
    • Enterprise
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
  • 21

    24/7 Customer Inc is a pioneer in this aspect of connecting your business to its customers. It helps the organizations to interact with their customers through different processes such as IVR, messages or any other platforms. It is particularly beneficial to the retail sectors in serving the needs of their customers and attending better services. It helps in understanding your customer intent and the AI along with HI bonds together to work as a single unit, thereby personalizing your customer services.

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    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
    • Enterprise
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
    • Startup
    • San Francisco, California, US
    • Founded: 2013
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 501 to 1,000

TOP REVIEWS

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Marie Stelle

Engagement Partner - 360Quadrants.com