• 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.

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    • Enterprise
    • New York, USA
    • Founded: 1997
    • More than $100 BN
    • 75,001 to 1,00,000
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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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    • SME
    • Central District, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 1,001 to 5,000
  • 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
  • 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
  • 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
  • Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.

    • Enterprise
    • Kata, Ontario, Canada
    • Founded: 1972
    • $500MN to $1BN
    • 1,001 to 5,000
  • Callfinder is a leading company that provides speech analytics technology. It is cloud-based and technologically advanced. It helps to trace keywords and phrases in your recorded calls.

    The solutions provided by the company helps in identifying key metrics and hence, can help in improving agent performance. It is not only sturdy and efficient but also affordable. It provides a seamless customer experience. Callfinder works with all kinds of industries from big to small, from travel to finance and even healthcare.

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    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
    • Enterprise
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
  • Noble system corporation is a private organization that provides that develop excellent call centre technology. It offers innovative customer contact technology, outbound dialling system and customer relationship management.
    The technology provided by the company is one of the most inclusive, ROI driven, and robust platform for contact centres. Their unified solutions help contact centres worldwide in improving their performance and efficiency.
    The Noble suite comes with a list of comprehensive contact centre solutions that can be tailor-made to meet the specific needs of all business types. Irrespective of the organization or their client base Noble System solutions help organizations build a better experience for customers as well as employees. The company has worked with a range of small and medium and large-scale enterprises. It has a client base of over 4000+ clients from all around the world.

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    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • Ameyo helps organizations to connect, serve, and support their clients. It provides a flexible all in one solution that allows users to have a personalized interaction with each customer via multiple channels. This analytics solution aims to aid different organizations to enhance their productivity and meet all the requirements of its consumers. For monitoring the overall performance, the platform gives channel-wise reporting as well.

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    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • Aspect Software is an American multinational call center technology and customer experience software from Aspect Software Inc. Company. It ensures the best enterprise call center services and is a cloud-based contact center analytics platform. It provides the best contact center and workforce optimization software solutions along with features such as automated live interactions with customers, optimization of workforce and engagement of employees, higher scalable deployments and much more. It helps you in managing your performance and most importantly, aids in optimizing your services in a much-enhanced way.

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    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
  • Netfortris is a software solution provider. The firm gives users cloud-based communication, network management, analytics, and software solutions.The contact centre software being offered by Netfortris aims to reduce wait times along with queue priority and on-demand call recording as well. Furthermore, it provides real-time metrics for monitoring and analyzing the records and data so that the businesses can enhance their service and make the required changes.

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    • Enterprise
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
  • 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
  • Bright Pattern is provider of multichannel cloud-based contact centre software. The company's software aims to enhance its capabilities and reliability by offering an easy to set up and scalable solution.The contact centre analytics software offered by Bright Pattern is powerful and flexible while also allows users to create new channels without any much trouble. The consumers are automatically guided to the exact resources of their needs.

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    • Enterprise
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
  • Avaya Intelligent Xperiences Contact Center offers its customers a smart, positive experience every time to win a lifetime of loyalty. It enables customers to select quick and effective self-service on the channels they prefer through an agent to support wherever needed. It’s always unified and context-driven. With Avaya, agents can sync and keep pace with customer expectations. With its combined view of relevant information, they can exceed expectations and reach great outcomes, faster.

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    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
  • Altitude Co is specializes in developing intelligent ID solutions that facilitates seamless identification, processing, and communication with users.

    Altitude's contact centre platform aids organizations in increasing their customer retention numbers by letting the organizations analyze the data and make suitable changes. It can also smoothly integrate with CRM systems and other contact centre softwares to give precise, logical and pleasant consumer expertise in a cost-efficient manner.

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    • Startup
    • San Francisco, California, US
    • Founded: 2013
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 10,001 to 15,000

EVALUATION CRITERIA

Below criteria are most commonly used for comparing Contact Center Analytics Solutions tools.
3.73
3.66
3.57
  • 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 | Managed 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 | Funnel Analysis | 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 | Media and Entertainment | Energy and Utilities | Travel and Hospitality | Governmnet and Defense | Other End Users |
    • Solution Delivery

      Delivery - Through Partners / Third-Party Vendors | Delivery - Direct |
    • Deployment Model

      Hosted / On-Cloud | On-Premise |
    • Delivery Mode

      Subscription / Licensing | Full Time Equivalent | 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 |
  • Geographic Footprint

    • Direct Presence - North America

    • Direct Presence - Europe

    • Direct Presence - Middle East and Africa

    • Direct Presence - Asia-Pacific

    • Sales Office - North America

    • Direct Presence - Latin America

    • Sales Office - Europe

    • Sales Office - Asia-Pacific

    • Sales Office - Middle East and Africa

    • Sales Office - Latin America

    • Indirect Presence - North America

    • Indirect Presence - Europe

    • Indirect Presence - Middle East and Africa

    • Indirect Presence - Asia-Pacific

    • Indirect Presence - Latin America

  • Breadth of Applications Served

    • Customized Solutions

    • New Industry Verticals

    • % Revenue from Industry Verticals

      Revenue - Healthcare | Revenue - Life Sciences and pharmaceuticals | Revenue - Banking | Revenue - Retail and Consumer Goods | Revenue - Financial Services and Insurance | Revenue - Manufacturing | Revenue - Information Technology | Revenue - Transportation and Logistics | Revenue - Telecommunication | Revenue - Media and Entertainment | Revenue - Energy and Utilities | Revenue - Travel and Hospitality | Revenue - Governmnet and Defense | Revenue - Other Industry Verticals |
    • Industry Verticals

      Healthcare | Life Sciences and pharmaceuticals | Banking | Retail and Consumer Goods | Financial Services and Insurance | Manufacturing | Information Technology | Transportation and Logistics | Telecommunication | Media and Entertainment | Energy and Utilities | Travel and Hospitality | Government and Defense | Other Industry Verticals |
  • Channel Strategy and Fit

    • Distributors

    • Strategy to Address New Target Audience

    • Partner Ecosystem

      Distributors | Value Added Resellers (VAR) | System Integrators | OEMs | Consultants | Managed Service Providers | Other Partner Ecosystem |
  • Viability

    • Revenue

    • Revenue Growth Rate (Y-o-Y)

    • No. of Customers

    • R&D Spend

    • % Revenue from Applications

      Revenue - North America | Revenue - Europe | Revenue - Middle East and Africa | Revenue - Asia-Pacific | Revenue - Latin America |
  • Effectiveness of Organic and Inorganic Growth Strategy

    • No. of New Products Launched

    • No. of New Customers in Last Two Years

    • No. of Mergers and Acquisitions

    • Business Expansion Strategy

    • No. of Joint Ventures

    • No. of Partnerships and Collaborations

  • Total Funding Amount

  • Revenue

  • Funding Status

  • To reduce customer assurance program escalation case

  • To monitor more calls and improve productivity and outcomes

  • Streamline contact center operations

  • Optimize customer contact center operations

TOP REVIEWS

Looking for Contact Center Analytics Solutions? Get help
Vice President - Marketing,Company Name Classified
Vice President - Marketing, Company Name Classified
#24 in Contact Center Analytics Solutions

“Compatible and Effective"

(*)(*)(*)(*)(*)5
This platform can easily integrate with CRM systems and different contact centre applications to enhance accuracy and consistency. This makes it flexible and open to not only other applications but also a very cost-effective option. It also provides around the clock customer support, which is a very competent driving force for users.
Chief Product Officer,Company Name Classified
Chief Product Officer, Company Name Classified
#24 in Contact Center Analytics Solutions

“Giving the agents and consumers the control"

(*)(*)(*)(*)(*)5
There are a lot of contact centre platforms that focus only on solving customer queries and ignoring various other vital aspects. One of them is giving the agents the right and all the necessary details and tools to help consumers in a better and faster way. This is an excellent method to increase agents’ control over the situation.
Vice President - Marketing,Company Name Classified
Vice President - Marketing, Company Name Classified
#23 in Contact Center Analytics Solutions

“Innovative and Open"

(*)(*)(*)(*)(*)5
The platform''s open architecture, along with smart APIs and SDKs, proposes the companies easily customizable options to meet the requests and requirements of the consumer. It also concentrates on security as well as mobility of the solutions. In this way, customers can assuredly share their queries.
Chief Product Officer,Company Name Classified
Chief Product Officer, Company Name Classified
#23 in Contact Center Analytics Solutions

“Get help no matter the place"

(*)(*)(*)(*)(*)5
Avaya has a global presence that helps its platform users to collaborate and simplify tasks. Even if a customer is in a remote area, it can get its problem solved within a few minutes as companies are equipped with the platform and this, in turn, makes this solution more reliable.
Vice President - Marketing,Company Name Classified
Vice President - Marketing, Company Name Classified
#20 in Contact Center Analytics Solutions

“All in one package"

(*)(*)(*)(*)(*)5
It is crucial to have the right tools when doing a particular task. Netfortris''s contact centre software arrives with a total of six inbuilt tools to help meet the consumers’ needs and provide accurate solutions while also recording and storing information for later analyzing.