Contact Center Analytics Solutions in Energy and Utilities

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.

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 Energy and Utilities 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
  • 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
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.3
    ANALYSTS
     
    • Enterprise
    • Ra’anana, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 5,001 to 10,000
  • 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
    2.6
    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
    2.0
    ANALYSTS
     
    • Enterprise
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    1.8
    ANALYSTS
     
    • Enterprise
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    1.7
    ANALYSTS
     
    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
  • BUYERS
    VENDORS
    EXPERTS
    1.3
    ANALYSTS
     
    • Enterprise
    • Waterloo, Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 501 to 1,000

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Questions & Answers

1. Contact Center Analytics Market is a vast market and is connected to many others. How do I track down its dependencies and effects on other markets?

2. How do I find out the best emerging usecases in Contact Center Analytics Market that can be advantageous for my industry?

3. Different parameters are considered while analysing the companies in  Contact Center Analytics Market.What is the criteria to find out the ones that are most important?

4. What are the core applications of contact centers analytics which are expected to generate the highest opportunity for solution vendors and system integrators?

5. What key development strategies are being adopted by your major competitors? How these strategies are going to re-shape the market?

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