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.

TOP VENDORS
In Contact Center Analytics Solutions

  1. GENPACT
    0 Reviews
    3.7
  2. 8X8 INC
    0 Reviews
    3.7
  3. GENESYS AEROSYSTEMS
    0 Reviews
    3.6

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Contact Center Analytics Solutions in BFSI Quadrant

Comparing [object Object] vendors in Contact Center Analytics Solutions across 167 criteria.

KEY BUYING CRITERIA

Below criteria are most commonly used for comparing Contact Center Analytics Solutions tools.
Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
4.40
2.95
4.15
Product Features and Functionality
4.20
3.15
4.45
Delivery
4.05
3.15
3.65
Support Services
4.75
3.40
3.90
LEAST IMPORTANT LESS IMPORTANT

TOP VENDORS

  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.7
    ANALYSTS
     
    • Enterprise
    • Hamilton, Bermuda, UK
    • Founded: 1997
    • $1BN to $5BN
    • 50,001 to 75,000
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.7
    ANALYSTS
     
    • 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 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).

    BUYERS
    VENDORS
    EXPERTS
    3.6
    ANALYSTS
     
    • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.5
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1984
    • S10BN to $50BN
    • 50,001 to 75,000
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.5
    ANALYSTS
     
    • SME
    • San Ramon, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.5
    ANALYSTS
     
    • Enterprise
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
  • Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.

    BUYERS
    VENDORS
    EXPERTS
    3.4
    ANALYSTS
     
    • Startup
    • Chennai, Tamil Nadu, India
    • Founded: 1991
    • $11MN to $50MN
    • 1,001 to 5,000
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.1
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1977
    • S10BN to $50BN
    • 1,00,001 to 5,00,000
  • Enghouse Interactive provides contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.

    BUYERS
    VENDORS
    EXPERTS
    3.0
    ANALYSTS
     
    • 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

    BUYERS
    VENDORS
    EXPERTS
    3.0
    ANALYSTS
     
    • Enterprise
    • Walldorf, Germany
    • Founded: 1972
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    2.9
    ANALYSTS
     
    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
  • BUYERS
    VENDORS
    EXPERTS
    2.8
    ANALYSTS
     
    • Enterprise
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    2.7
    ANALYSTS
     
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    2.6
    ANALYSTS
     
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    2.3
    ANALYSTS
     
    • Enterprise
    • Palo Alto, California, United States
    • Founded: 2015
    • 10,001 to 15,000
  • BUYERS
    VENDORS
    EXPERTS
    1.9
    ANALYSTS
     
    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100

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Questions & Answers

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