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.

Contact Center Analytics Solutions in Retail and Consumer Goods Quadrant

Comparing 25 vendors in Contact Center Analytics Solutions across 209 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

    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • #

    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.

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    • SME
    • San Jose, California, US
    • Founded: 1987
    • $101MN to $500MN
    • 1,001 to 5,000
    • Startup
    • San Francisco, California, US
    • Founded: 2013
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • Sunnyvale, California , United States of America
    • Founded: 2003
    • 101 to 500
    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
    • Enterprise
    • San Bruno, California, United States of America
    • Founded: 2009
    • 101 to 500
  • #

    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
  • #

    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
  • #

    Enghouse Interactive provides 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
  • #

    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.

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

    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).

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    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
  • #

    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
    • Enterprise
    • Palo Alto, California, United States
    • Founded: 2015
    • 10,001 to 15,000
  • #

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

    • Enterprise
    • Kata, Ontario, Canada
    • Founded: 1972
    • $500MN to $1BN
    • 1,001 to 5,000
    • Enterprise
    • Plano, TX, US
    • Founded: 1994
    • 101 to 500
    • Enterprise
    • Atlanta, Georgia, US
    • Founded: 1989
    • 101 to 500
    • Enterprise
    • Ontario, Canada
    • Founded: 1991
    • $1BN to $5BN
    • 501 to 1,000
  • #

    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.

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

    SAP provides SAP Contact Center software in the contact center analytics market

    • Enterprise
    • Walldorf, Germany
    • Founded: 1972
    • More than $100 BN
    • 501 to 1,000
  • #

    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
  • #

    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

TOP REVIEWS

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