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

  • 1

    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
    • More than $100 BN
    • 75,001 to 1,00,000
  • 2

    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 More
    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
  • 3

    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 More
    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
  • 4

    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
  • 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 More
    • SME
    • San Ramon, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • 6

    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
  • 7

    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
  • 8

    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 More
    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 9

    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
  • 10

    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
  • 11

    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 More
    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
    • Enterprise
    • Minneapolis, MN, US
    • Founded: 2007
    • 101 to 500
  • 13

    Noble system corporation provides innovative customer contact technology. The technology provided by the company is one of the most inclusive, value-for-money, and robust platform for contact centres.

    The solution can be tailor-made to meet specific business needs. The company has worked with a range of small and medium, and also large scale enterprises. It has a client base of over 4000+ clients from all around the world.

    Read More
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • 14

    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 More
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • 15
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 16

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

Contact Center Analytics Solutions in BFSI Quadrant

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

Marie Stelle

Engagement Partner - 360Quadrants.com