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To meet the rapidly changing customer expectations, retail and consumer goods companies require an analytics solution which can provide them with a complete view of all their customer communications and provide crucial insights into the performance of their contact center operations. Using contact center analytics, companies can transform customer contact operations, with revised performance metrics, skill-based call routing and smart scheduling, supported by analytical forecasts. Natural Language Processing (NLP), predictive analytics, and dynamic workflows facilitated by contact center analytics solutions can help companies to create 360° view of customer, and maximize value of customer relationships. Analytics provides the ability to gain deeper insights into each and every physical, online and mobile customer interaction enabling companies to deliver differentiated customer experiences across every channel and touch point. Companies can proactively connect with customers using these insights and address concerns around authentication and security. Further, they can understand the reason for each contact and apply gathered insights to rapidly resolve issues on the customer’s preferred channel.

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Contact Center Analytics Solutions in Retail and Consumer Goods

  • 360 Score: 3.74

    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
    • More than $100 BN
    • 75,001 to 1,00,000
  • 360 Score: 3.67

    8X8 Contact Center 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.

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    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
  • 360 Score: 3.58

    Genesys registers its presence in the contact center analytics market with a number of solutions like (Genesys Pureconnect Contact Center) 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).

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    • SME
    • California, US
    • Founded: 1990
    • 101 to 500
  • 360 Score: 3.54

    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.

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    • Enterprise
    • California, USA
    • Founded: 1984
    • $10BN to $50BN
    • 50,001 to 75,000
  • 360 Score: 3.47

    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
  • 360 Score: 3.47

    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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    • SME
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
  • 360 Score: 3.45

    Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.

    • SME
    • Chennai, Tamil Nadu, India
    • Founded: 1991
    • $11MN to $50MN
    • 1,001 to 5,000
  • 360 Score: 3.3

    Verint registers its presence in the contact center analytics market with a number of customer engagement software and services solutions, powered by its Actionable Intelligence platform. These solutions by Verint are categorized into customer analytics, engagement management, and Workforce Optimization (WFO).

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    • Enterprise
    • New York, US
    • Founded: 1994
    • $1BN to $5BN
    • 5,001 to 10,000
  • 360 Score: 3.09

    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
  • 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
  • 360 Score: 2.95

    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
  • Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.

    • Enterprise
    • Kata, Ontario, Canada
    • Founded: 1972
    • $500MN to $1BN
    • 1,001 to 5,000
  • 360 Score: 2.672 Reviews

    Noble system corporation is a private organization that provides that develop excellent call centre technology. It offers innovative customer contact technology, outbound dialling system and customer relationship management.
    The technology provided by the company is one of the most inclusive, ROI driven, and robust platform for contact centres. Their unified solutions help contact centres worldwide in improving their performance and efficiency.
    The Noble suite comes with a list of comprehensive contact centre solutions that can be tailor-made to meet the specific needs of all business types. Irrespective of the organization or their client base Noble System solutions help organizations build a better experience for customers as well as employees. The company has worked with a range of small and medium and large-scale enterprises. It has a client base of over 4000+ clients from all around the world.

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    • SME
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
  • 360 Score: 2.562 Reviews

    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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    • SME
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
  • 360 Score: 2.192 Reviews

    Aspect Software is an American multinational call center technology and customer experience software from Aspect Software Inc. Company. It ensures the best enterprise call center services and is a cloud-based contact center analytics platform. It provides the best contact center and workforce optimization software solutions along with features such as automated live interactions with customers, optimization of workforce and engagement of employees, higher scalable deployments and much more. It helps you in managing your performance and most importantly, aids in optimizing your services in a much-enhanced way.

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    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
  • 360 Score: 1.982 Reviews

    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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    • SME
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
  • 360 Score: 1.894 Reviews

    24/7 Customer Inc is a pioneer in this aspect of connecting your business to its customers. It helps the organizations to interact with their customers through different processes such as IVR, messages or any other platforms. It is particularly beneficial to the retail sectors in serving the needs of their customers and attending better services. It helps in understanding your customer intent and the AI along with HI bonds together to work as a single unit, thereby personalizing your customer services.

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    • SME
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • 360 Score: 1.842 Reviews

    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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    • SME
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
  • 360 Score: 1.382 Reviews

    Altitude Co is specializes in developing intelligent ID solutions that facilitates seamless identification, processing, and communication with users.

    Altitude's contact centre platform aids organizations in increasing their customer retention numbers by letting the organizations analyze the data and make suitable changes. It can also smoothly integrate with CRM systems and other contact centre softwares to give precise, logical, and pleasant consumer expertise in a cost-efficient manner.

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    • Startup
    • San Francisco, California, US
    • Founded: 2013
    • Below $10 MN
    • 51 to 100
  • 360 Score: 2.27
    • Enterprise
    • California, USA
    • Founded: 2015
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 360 Score: 1.28
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 10,001 to 15,000

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Trending Questions
Q1. 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?

Q2. How do I find out the best emerging usecases in Contact Center Analytics Market that can be advantageous for my industry?

Q3. 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?

Q4. What are the core applications of contact centers analytics which are expected to generate the highest opportunity for solution vendors and system integrators?

Q5. What key development strategies are being adopted by your major competitors? How these strategies are going to re-shape the market?