Energy and utilities companies can benefit from deploying contact center analytics by identifying changing customer preferences by analyzing large sets of customer data which include customer queries, interactions on social channels, web chats, emails, and online customer activities. This data can provide companies crucial insights into customer preferences say, for example, which customers are likely to adopt solar, join micro grids, demand pay-as-you-go plans, or expect their utility to provide in-home energy management. By capturing inbound customer communications and transactions, companies can have a 360° view understanding of their customers. Using contact center analytics, energy and utilities companies can have extensive insights into their customers, enabling them to improve customer service, better plan for future customer needs and streamline operations. For instance, Natural Language Processing (NLP) and machine learning incorporated into a contact centers analytics infrastructure can help to analyze call center conversations and interpret notes and comments, while big data systems can provide ability to combine customer transactions from multiple channels. Advanced customer analytics can generate insights into unique customer segments, and their differentiated behaviors and predictive analytics can provide companies the ability to predict changing customer behavior.

Contact Center Analytics Solutions in Energy and Utilities

Comparing 25 vendors in Contact Center Analytics Solutions across 166 criteria.
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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.
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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.
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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.
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Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.
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NICE provides a number of solutions in the contact center analytics market, such as customer engagement analytics, contact center compliance, WFO, VoC, handle time optimization, call volume reduction, back-office performance, and fraud and authentication prevention.
Nice Incontact Contact Center is a cloud based contact center.
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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.
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EngHouse Interactive Contact Center is contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.
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SAP provides SAP Contact Center software in the contact center analytics market
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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.

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Netfortris is a software solution provider. The firm gives users cloud-based communication, network management, analytics, and software solutions. The contact centre software being offered by Netfortris aims to reduce wait times along with queue priority and on-demand call recording as well. Furthermore, it provides real-time metrics for monitoring and analyzing the records and data so that the businesses can enhance their service and make the required changes.
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Bright Pattern is a provider of multichannel cloud-based contact centre software. The company's software aims to enhance its capabilities and reliability by offering an easy to set up and scalable solution. The contact centre analytics software offered by Bright Pattern is powerful and flexible while also allows users to create new channels without much trouble. The consumers are automatically guided to the exact resources of their needs.
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Avaya Intelligent Xperiences Contact Center offers its customers a smart, positive experience every time to win a lifetime of loyalty. It enables customers to select quick and effective self-service on the channels they prefer through an agent to support wherever needed. It’s always unified and context-driven. With Avaya, agents can sync and keep pace with customer expectations. With its combined view of relevant information, they can exceed expectations and reach great outcomes, faster.

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