Contact Center Analytics Solutions in Information Technology

Telecom companies have access to plethora of customer data such as billing data, demographic data such as gender, age, and employment status, transaction history, call detail records, and call center records, giving them a major opportunity to look deeper into this data and have an in-depth understanding of their customers. Using contact center analytics, telecom contact centers can dig deeper into customer data captured from different channels and analyze this data to identify scenarios where customer is dissatisfied through analysis of network traffic and call detail records. Companies can identify and engage customers through developing personalized offers for customers based on customer’s profile and their real-time interaction data. Contact center agents can proactively submit an action for a service level request to fix issues, and contact the customer with an offer.

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 Information Technology Quadrant

Comparing [object Object] vendors in Contact Center Analytics Solutions across 167 criteria.
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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
  • 8x8 registers its presence in the contact center analytics market with its 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.

    BUYERS
    VENDORS
    EXPERTS
    3.7
    ANALYSTS
     
    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
  • Genesys registers its presence in the contact center analytics market with a number of solutions 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).

    BUYERS
    VENDORS
    EXPERTS
    3.6
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
  • 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.

    BUYERS
    VENDORS
    EXPERTS
    3.5
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1984
    • S10BN to $50BN
    • 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
  • 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
    • 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
    2.9
    ANALYSTS
     
    • Startup
    • South Burlington, Vermont, United States of America
    • Founded: 1990
    • 1 to 50
  • BUYERS
    VENDORS
    EXPERTS
    2.7
    ANALYSTS
     
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • 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
    1.9
    ANALYSTS
     
    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100

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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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