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 Quadrant

Comparing 25 vendors in Contact Center Analytics Solutions across 209 criteria.

Find the best Contact Center Analytics Solutions solution for your business, using ratings and reviews from buyers, analysts, vendors and industry experts

EVALUATION CRITERIA

Below criteria are most commonly used for comparing Contact Center Analytics Solutions tools.
  • 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
      • 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
      • 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
      • Travel and Hospitality
      • Governmnet and Defense
      • Other End Users
    • Solution Delivery
      • Delivery - Through Partners / Third-Party Vendors / MSSPs
      • Delivery - Direct
    • Deployment Model
      • Hosted / On-Cloud
      • On-Premise
    • Delivery Mode
      • Subscription / Licensing
      • 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

TOP VENDORS

    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • #

    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.

    Read More
    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
    • Enterprise
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
  • #

    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 More
    • Enterprise
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 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.

    Read More
    • Enterprise
    • California, USA
    • Founded: 1984
    • $10BN to $50BN
    • 50,001 to 75,000
  • #

    Enghouse Interactive provides 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
  • #

    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.

    Read More
    • SME
    • San Ramon, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • #

    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).

    Read More
    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
  • #

    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 More
    • Enterprise
    • New York, USA
    • Founded: 1997
    • Below $10 MN
    • 50,001 to 75,000
    • Enterprise
    • Palo Alto, California, United States
    • Founded: 2015
    • 10,001 to 15,000
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • #

    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.

    Read More
    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • #

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

    • Enterprise
    • Walldorf, Germany
    • Founded: 1972
    • More than $100 BN
    • 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

TOP REVIEWS

Looking for Contact Center Analytics Solutions? Get help

BE THE FIRST ONE TO REVIEW

Share your experience with potential buyers.