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 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 / MSSPs
      • 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 VENDORS (14)

  • 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.

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    • Enterprise
    • New York, USA
    • Founded: 1997
    • Below $10 MN
    • 50,001 to 75,000
  • 2

    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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    • SME
    • San Ramon, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • 3

    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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    • Enterprise
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
  • 4

    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
  • 5

    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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    • Enterprise
    • Ra’anana, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 5,001 to 10,000
  • 6

    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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    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 7

    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
  • 8

    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
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • 10
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 10,001 to 15,000
    • Enterprise
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
    • Enterprise
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 501 to 1,000

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