Banks and financial institutions require contact centers for activities such as debt collection, loan servicing, telemarketing services, and customer care. Further, digitalization has transformed today’s customer’s habits including conducting banking activities. Predicted by a leading contact center analytics vendor, customers now conduct more than 50% of all transactions outside the branch through channels such as web, chat, mobile, and social media, and this number is estimated to reach 75% by 2020. Customers now expect seamless multichannel access to their banks through digital touch points. This ability to provide their customers with multiple digital touch points has become a differentiator in the BFSI industry, and requires retail banks and financial services organizations to invest significantly in digital channels. This digital touch points provide major opportunities for significant cost-savings along with increased customer satisfaction and profitability. Contact center analytics can help BFSI organizations to capitalize on this opportunity by providing them ability to analyze their multichannel customer communications, and their inbound and outbound contact center operations. Analytics provides BFSI organizations ability to mine the customer data including transactions, customer’s activity across banking and financial services websites, customer queries through multiple channels, and deep knowledge of prioritized customer segments. It enables banks to proactively shape their customer service and operational strategy with CRM systems at its core, supported by ancillary systems in telephony and niche areas such as speech analytics.

Contact Center Analytics Solutions in BFSI

Comparing 26 vendors in Contact Center Analytics Solutions across 166 criteria.
All vendors(16)
Filters
Reset
10
15
12
12
11
14
3
8
14
15
7
7
15
16
13
11
14
12
14
15
11
2
16
12
8
13
13
15
3.7
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 less Read more
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.
Read less Read more
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).
Read less Read more
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.
Read less Read more
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.
Read less Read more
3.5
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.
Read less Read more
Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.
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.
Read less Read more
EngHouse Interactive Contact Center is contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.
SAP provides SAP Contact Center software in the contact center analytics market
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.
Read less Read more
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.
Read less Read more

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.

Read less Read more
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.
Read less Read more