Contact center analytics 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: “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.

TOP VENDORS
In Contact Center Analytics Solutions

  1. GENPACT
    0 Reviews
    3.9
  2. CISCO SYSTEMS INC
    0 Reviews
    3.6
  3. GENESYS AEROSYSTEMS
    0 Reviews
    3.6

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KEY BUYING CRITERIA

Product Maturity
Strategic Maturity
Use Case Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
4.35
4.40
4.15
Product Features and Functionality
4.00
4.20
4.45
Delivery
4.90
4.05
3.65
Support Services
5.00
4.75
3.90
LEAST IMPORTANT LESS IMPORTANT

TOP VENDORS

  • 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.

    BUYER
    VENDOR
    EXPERTS
    3.9
    MNM ANALYSTS
     
  • 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.

    BUYER
    VENDOR
    EXPERTS
    3.6
    MNM ANALYSTS
     
  • Genesys registers its presence in the contact center analytics market with a number of solutions 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).

    BUYER
    VENDOR
    EXPERTS
    3.6
    MNM ANALYSTS
     
  • 8x8 registers its presence in the contact center analytics market with its 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.

    BUYER
    VENDOR
    EXPERTS
    3.6
    MNM ANALYSTS
     
  • Five9 provides the Virtual 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.

    BUYER
    VENDOR
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    3.5
    MNM ANALYSTS
     
  • Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.

    BUYER
    VENDOR
    EXPERTS
    3.5
    MNM ANALYSTS
     
  • 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.

    BUYER
    VENDOR
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    3.5
    MNM ANALYSTS
     
  • 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).

    BUYER
    VENDOR
    EXPERTS
    3.4
    MNM ANALYSTS
     
  • 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.

    BUYER
    VENDOR
    EXPERTS
    3.3
    MNM ANALYSTS
     
  • Oracle provides Oracle Contact Center Telephony Analytics, 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.

    BUYER
    VENDOR
    EXPERTS
    3.1
    MNM ANALYSTS
     
  • Enghouse Interactive provides contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.

    BUYER
    VENDOR
    EXPERTS
    3.1
    MNM ANALYSTS
     
  • SAP provides SAP Contact Center software in the contact center analytics market

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    EXPERTS
    3.0
    MNM ANALYSTS
     
  • BUYER
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    3.0
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  • Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center.

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    2.9
    MNM ANALYSTS
     
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    2.8
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  • BUYER
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    2.7
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  • BUYER
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    2.5
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  • BUYER
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    2.2
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  • BUYER
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    2.2
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  • BUYER
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    2.0
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  • BUYER
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    1.9
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  • BUYER
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    1.9
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  • BUYER
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    1.3
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    1.3
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Questions & Answers

1. Contact Center Analytics Market is a vast market and is connected to many others. How do I track down its dependencies and effects on other markets?

2. How do I find out the best emerging usecases in Contact Center Analytics Market that can be advantageous for my industry?

3. Different parameters are considered while analysing the companies in  Contact Center Analytics Market.What is the criteria to find out the ones that are most important?

4. What are the core applications of contact centers analytics which are expected to generate the highest opportunity for solution vendors and system integrators?

5. What key development strategies are being adopted by your major competitors? How these strategies are going to re-shape the market?

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