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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.

Filters

Contact Center Software

Comparing 25 vendors in Contact Center Analytics Solutions across 166 criteria.
  • 3.73

    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
  • 3.66

    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
  • 3.57

    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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    • SME
    • California, US
    • Founded: 1990
    • 101 to 500
  • 3.53

    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
  • 3.47

    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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    • SME
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
  • 3.47

    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
  • 3.44

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

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    • SME
    • Chennai, Tamil Nadu, India
    • Founded: 1991
    • $11MN to $50MN
    • 1,001 to 5,000
  • 3.29

    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
  • 3.27

    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
    • Central District, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 1,001 to 5,000
  • 3.08

    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
  • 3.02

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

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    • SME
    • Phoenix, Arizona, US
    • Founded: 1984
    • $101MN to $500MN
    • 501 to 1,000
  • 2.94

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

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    • Enterprise
    • Weinheim, Germany
    • Founded: 1972
    • $10BN to $50BN
    • 75,001 to 1,00,000
  • 2.91

    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
  • 2.89
    2 Reviews

    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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    • SME
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
  • 2.84
    • SME
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
  • 2.66
    2 Reviews

    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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    • SME
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • 2.54
    2 Reviews

    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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    • SME
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • 2.26
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 2.17
    2 Reviews

    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
  • 1.97
    2 Reviews

    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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    • SME
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
  • 1.88
    4 Reviews

    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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    • SME
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • 1.82
    2 Reviews

    Bright Pattern is a 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 much trouble. The consumers are automatically guided to the exact resources of their needs.

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    • SME
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
  • 1.73
    4 Reviews

    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
  • 1.37
    4 Reviews

    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
  • 1.27
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 10,001 to 15,000

Reviews

Senior Consultant - Marketing,Company Name Classified
Senior Consultant - Marketing, Company Name Classified
(*)(*)(*)(*)(*)5

“Provide facilities but still need work"

24/7 provides free Cabs to its customers. This becomes the best benefit but didn''t have a great management system in it. This company had great potential to becomes the best in its field but had to improve its management system.
Head - Product Management,Company Name Classified
Head - Product Management, Company Name Classified
(*)(*)(*)(*)(*)5

“Outstanding performance"

This company has excellent customer service and provides effortless customer experience to businesses and many other platforms.
Global Head - Service and Product Development,Company Name Classified
Global Head - Service and Product Development, Company Name Classified
(*)(*)(*)(*)(*)5

“Excellent solution with the ability to leverage multiple methods of communications"

Noble provides a robust product suite which offers SMS, webchats, email, and even blended voice solutions which is all fully integrated. It addresses all compliance-related challenges and efficiently reports and records all modes of communications.
Global Head - Service and Product Development,Company Name Classified
Global Head - Service and Product Development, Company Name Classified
(*)(*)(*)(*)(*)5

“Extremely robust, with almost zero additional vendor requirements"

Noble provides quality assurance and compliance, reducing the need for different vendors. It is loaded with features like customer-inspired road maps. The company has an excellent technical support team.
General Manager,Company Name Classified
General Manager, Company Name Classified
(*)(*)(*)(*)(*)5

“Innovative product"

The speech analytics software developed by Callfinder us highly innovative. The team at call finder is top-notch, professional, and ready to help at all times. It offers excellent support to business and is easy to use. The software is up and running without taking much time for set-up.
Questions And Answers
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Trending Questions
Q1. 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?

Q2. How do I find out the best emerging usecases in Contact Center Analytics Market that can be advantageous for my industry?

Q3. 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?

Q4. What are the core applications of contact centers analytics which are expected to generate the highest opportunity for solution vendors and system integrators?

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