Compare Top Contact Center Analytics Solutions

Get to know the strength and weaknesses of top vendors in Contact Center Analytics Solutions market. Compare vendors against their competitors on the basis of criteria, the scores of which are derived by ratings from buyers, industry experts, MnM analysts and vendors. Set comparison preferences option allows you to decide features which are important to you and evaluate vendors considering them as your parameters.

EVALUATION CRITERIA

3.73
3.66
3.57
  • 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 | Managed 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 | Funnel Analysis | 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 | Media and Entertainment | Energy and Utilities | 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 | Full Time Equivalent | 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 |
  • Geographic Footprint

    • Direct Presence - North America

    • Direct Presence - Europe

    • Direct Presence - Middle East and Africa

    • Direct Presence - Asia-Pacific

    • Sales Office - North America

    • Direct Presence - Latin America

    • Sales Office - Europe

    • Sales Office - Asia-Pacific

    • Sales Office - Middle East and Africa

    • Sales Office - Latin America

    • Indirect Presence - North America

    • Indirect Presence - Europe

    • Indirect Presence - Middle East and Africa

    • Indirect Presence - Asia-Pacific

    • Indirect Presence - Latin America

  • Breadth of Applications Served

    • Customized Solutions

    • New Industry Verticals

    • % Revenue from Industry Verticals

      Revenue - Healthcare | Revenue - Life Sciences and pharmaceuticals | Revenue - Banking | Revenue - Retail and Consumer Goods | Revenue - Financial Services and Insurance | Revenue - Manufacturing | Revenue - Information Technology | Revenue - Transportation and Logistics | Revenue - Telecommunication | Revenue - Media and Entertainment | Revenue - Energy and Utilities | Revenue - Travel and Hospitality | Revenue - Governmnet and Defense | Revenue - Other Industry Verticals |
    • Industry Verticals

      Healthcare | Life Sciences and pharmaceuticals | Banking | Retail and Consumer Goods | Financial Services and Insurance | Manufacturing | Information Technology | Transportation and Logistics | Telecommunication | Media and Entertainment | Energy and Utilities | Travel and Hospitality | Government and Defense | Other Industry Verticals |
  • Channel Strategy and Fit

    • Distributors

    • Strategy to Address New Target Audience

    • Partner Ecosystem

      Distributors | Value Added Resellers (VAR) | System Integrators | OEMs | Consultants | Managed Service Providers | Other Partner Ecosystem |
  • Viability

    • Revenue

    • Revenue Growth Rate (Y-o-Y)

    • No. of Customers

    • R&D Spend

    • % Revenue from Applications

      Revenue - North America | Revenue - Europe | Revenue - Middle East and Africa | Revenue - Asia-Pacific | Revenue - Latin America |
  • Effectiveness of Organic and Inorganic Growth Strategy

    • No. of New Products Launched

    • No. of New Customers in Last Two Years

    • No. of Mergers and Acquisitions

    • Business Expansion Strategy

    • No. of Joint Ventures

    • No. of Partnerships and Collaborations

  • Total Funding Amount

  • Revenue

  • Funding Status

  • To reduce customer assurance program escalation case

  • To monitor more calls and improve productivity and outcomes

  • Streamline contact center operations

  • Optimize customer contact center operations

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