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.
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 Customer, Inc., Aspect Software, Inc., Altitude Software, OpenText Corporation, NetFortris, and Avaya, Inc.
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 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.
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.
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 Customer, Inc., Altitude Software, OpenText Corporation, NetFortris, and Avaya, Inc.
TOP VENDORS In Contact Center Analytics Solutions
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Contact Center Analytics Solutions Quadrant
|Breadth and Depth of Product Offerings|
|Product Features and Functionality|
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.BUYERVENDOREXPERTS3.9MNM 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.BUYERVENDOREXPERTS3.6MNM 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).BUYERVENDOREXPERTS3.6MNM 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.BUYERVENDOREXPERTS3.6MNM 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.BUYERVENDOREXPERTS3.5MNM ANALYSTS
Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.BUYERVENDOREXPERTS3.5MNM 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.BUYERVENDOREXPERTS3.5MNM 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).BUYERVENDOREXPERTS3.4MNM 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.BUYERVENDOREXPERTS3.3MNM 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.BUYERVENDOREXPERTS3.1MNM ANALYSTS
Enghouse Interactive provides contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.BUYERVENDOREXPERTS3.1MNM ANALYSTS
SAP provides SAP Contact Center software in the contact center analytics marketBUYERVENDOREXPERTS3.0MNM ANALYSTS
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Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center.BUYERVENDOREXPERTS2.9MNM ANALYSTS
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- 23BUYERVENDOREXPERTS1.8MNM ANALYSTS
- 24BUYERVENDOREXPERTS1.3MNM ANALYSTS
- 25BUYERVENDOREXPERTS1.3MNM ANALYSTS