A Standardized and Consolidated View of Customer Activity
The digital transformation encompasses a growing number of channels that support customers and partners. This expansion of its coverage to include interaction analytics (speech and text) along with the growing customer journey analytics (CJA) solution market underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omnichannel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.
Speech and text analytics solutions (collectively known as interaction analytics) provide a consistent method for structuring and mining customer data across all voice and digital interactions. Interaction analytics finds patterns by individual customer or agent, as well as for contact centers, other departments, and for the enterprise overall. When applied on an omnichannel basis, these solutions can identify trends and opportunities anywhere in the organization. The challenge is to share these findings throughout the enterprise, and this is where CJA solutions come into play. CJA solutions allow businesses to leverage insights and intelligence from interaction analytics and other enterprise systems to identify and deliver relevant and personalized communications and recommendations to drive enhanced customer experience. CJA solutions can also identify areas needing improvement in an organization’s policies and processes, and find the most effective ways to remove impediments and enhance relationships with customers.
Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong. These solutions are incorporating innovative capabilities that will drive increased sales. The real-time speech analytics market has seen its first sustained adoption cycle beginning in 2019, driven by the need for input into third-party applications and immediate feedback to improve the customer experience. CJA, still in its infancy, will likely grow at a steady pace, benefiting from executives’ interest in improving the customer experience and enterprise productivity.
Unparalleled coverage for over a decade
The 2019-2020 Contact Center Analytics Product and Market Report provide an in-depth analysis of the interaction analytics and CJA markets: the competitive landscape, product innovation, as well as market, business and servicing trends and challenges. The Report features 8 leading and contending vendors who provide interaction analytics and/or CJA applications as part of a broader workforce optimization (WFO) offering or as a best-of-breed solution. These vendors are Calabrio, CallMiner, NICE, Pointillist, Sestek, Verint, Voci, and Xdroid. Two other vendors, Allo-Media and VoiceBase, are covered at a higher level.
Key elements of this report:
- IA defined: how it works, a comparative review of the functional capabilities in the 8 featured solutions, and top contact center and enterprise use of IA
- CJA defined: how it works, a comparative review of the functional capabilities in the 8 featured solutions, and top contact center and enterprise use of CJA
- Market trends and challenges driving vendor innovation and enterprise investments in IA and CJA
- Vendor research and development (R&D); new functionality recently introduced and planned enhancements in the next 12 - 18 months
- Insightful discussion on how AI and automation are changing the nature of the contact center and the role of agents in the future
- Examination of the essential contribution of IA to reconstructing, analyzing and improving the customer journey
- Discussion of how analytics is being used to enhance the value and output of WFO applications
- Market activity and market share analysis, adoption rate, and 5-year projections
- Analysis of the IA and CJA competitive landscape, including a discussion of new and emerging competitors, company snapshots, product offerings, functional summaries, and packaged offerings
- Implementation analyses for both IA and CJA, including vendor best practices, maintenance and support, workshops, training, and professional services
- Comprehensive vendor satisfaction survey results in that measure and rank vendor approval ratings across 10 vendor categories, 6 product components, and 7 effectiveness categories
- Detailed pricing comparison and analysis for on-premise and cloud-based IA and CJA implementations
- Detailed company reports for the 10 vendors covered in this Report, including products, functionality and future product development plans
- IA and CJA Vendor Directories
Table of Contents
1. Executive Summary
4.1.1 Interaction Analytics Functional Summary
4.1.2 Interaction Analytics Uses
4.2 Customer Journey Analytics
4.2.1 Customer Journey Analytics Functional Summary
4.2.2 Customer Journey Analytics Uses
7.2 Future Enhancements
11.2 Interaction Analytics Market Growth Rate
11.3 Interaction Analytics Market Activity Analysis
14.2 Vendor Products and Offerings
15.2 Security and Compliance
15.3 Business Intelligence, Reporting and Dashboards
16.2 Product Satisfaction by Category
16.3 Product Effectiveness Satisfaction by Category
16.4 Customer Insights
16.4.1 Analytics Solution(s) Being Used
16.4.2 Business Units Using Results from IA and CJA Analytics
16.4.3 Top 3 - 5 Business Benefits
16.4.4 Top 3 - 5 Distinctive Features Provided by the Analytics Solutions
16.4.5 Biggest Contact Center Impact Made by the Analytics Solution(s)
16.4.6 Desired Enhancements/Additional Capabilities
16.4.7 Additional Comments
17.2 Interaction Analytics Cloud-Based Pricing
17.3 Customer Journey Analytics Premised-Based Pricing
17.4 Customer Journey Analytics Cloud-Based Pricing
18.3 CallMiner, Inc.
18.7 Verint Systems, Inc.
18.8 Voci Technologies, Inc.
18.9 VoiceBase, Inc.
Figure 2.1: Interaction Analytics Functional Summary
Figure 2.2: Interaction Analytics Functional Summary
Figure 3.1: Interaction Analytics Uses
Figure 3.2: Interaction Analytics Uses
Figure 4: CJA Defined
Figure 5.1: Customer Journey Analytics High-Level Functional Summary
Figure 5.2: Customer Journey Analytics High-Level Functional Summary
Figure 6.1: Customer Journey Analytics Uses
Figure 6.2: Customer Journey Analytics Uses
Figure 7: Contact Center Analytics Market Trends
Figure 8: Contact Center Analytics Market Challenges
Figure 9: New Product Features, by Vendor
Figure 10: Future Enhancements, by Category
Figure 11.1: Artificial Intelligence, Machine Learning and Automation Capabilities
Figure 11.2: Artificial Intelligence, Machine Learning and Automation Capabilities
Figure 12.1: Using Interaction Analytics and AI as an Input into Customer Journey Analytics
Figure 12.2: Using Interaction Analytics and AI as an Input into Customer Journey Analytics
Figure 13.1: Leveraging AI and Analytics to Improve Contact Center WFO Applications
Figure 13.2: Leveraging AI and Analytics to Improve Contact Center WFO Applications
Figure 14: Interaction Analytics Seats and Percent Growth 2008 - 2018 (end of May 2019)
Figure 15: Interaction Analytics Seat Trend Detail by Geography, 2008 - 2018
Figure 16: Interaction Analytics Market Activity, as of May 31, 2019
Figure 17: Interaction Analytics Market Share Based on Seats, as of May 2019
Figure 18: Interaction Analytics Customers and Seats by Vendor, 2018 vs. 2017
Figure 19: Interaction Analytics Customer Trends by Vendor, 2012 - 2018
Figure 20: Interaction Analytics Customer Trends by Vendor, 2012 - 2018
Figure 21: Interaction Analytics Seat Trends by Vendor, 2012 - 2018
Figure 22: Interaction Analytics Seat Trends by Vendor, 2012 - 2018
Figure 23: Interaction Analytics Contact Center Adoption Rate, 2008 - 2018
Figure 24: Interaction Analytics Market Growth Rate Projections Based on Seats, 2019 - 2023
Figure 25: IA Competitive Landscape
Figure 26: CJA Competitive Landscape
Figure 27.1: Company Snapshot
Figure 27.2: Company Snapshot
Figure 28: Product Offering
Figure 29.1: Implementation and ROI Analysis
Figure 29.2: Implementation and ROI Analysis
Figure 30.1: Integration
Figure 30.2: Integration
Figure 31.1: Security and Compliance
Figure 31.2: Security and Compliance
Figure 32.1: Business Intelligence, Reporting and Dashboards
Figure 32.2: Business Intelligence, Reporting and Dashboards
Figure 33: Customer Survey Rating Categories
Figure 34: Average Vendor Satisfaction Ratings, by Category
Figure 35: Product Satisfaction Ratings, by Customer
Figure 36: Implementation Satisfaction Ratings, by Customer
Figure 37: Training/Workshops Satisfaction Ratings, by Customer
Figure 38: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 39: Professional Services Satisfaction Ratings, by Customer
Figure 40: Product Innovation Satisfaction Ratings, by Customer
Figure 41: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 42: Vendor Communication Satisfaction Ratings, by Customer
Figure 43: Pricing Satisfaction Ratings, by Customer
Figure 44: Overall Vendor Satisfaction Ratings, by Customer
Figure 45: Product Satisfaction Ratings, by Category
Figure 46: User interface (UI)/Usability; Ease of Ongoing Use and Program Maintenance Satisfaction Ratings, by Customer
Figure 47: Dashboards, Reporting, Analytics Satisfaction Ratings, by Customer
Figure 48: Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 49: Business Intelligence Capabilities Satisfaction Ratings, by Customer
Figure 50: Artificial Intelligence Capabilities Satisfaction Ratings, by Customer
Figure 51: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 52: Product Effectiveness Satisfaction Ratings, by Category
Figure 53: Ability to capture, aggregate and analyze data from all voice and digital interactions from disparate channels, by Customer
Figure 54: Ability to identify relevant and actionable data (time to insight), by Customer
Figure 55: Ability to Automatically Surface issues, trends and root causes Satisfaction Ratings, by Customer
Figure 56: Ability to Understand the Voice of the Customer (VoC) and Customer Preferences Satisfaction Ratings, by Customer
Figure 57: Ability to Measure Customer Effort and Identify Issues that Impact the Customer Experience, by Customer
Figure 58: Ability to Deliver Results that Provide Quantifiable Business Value Satisfaction Ratings, by Customer
Figure 59: Ability to Leverage Insights to Optimize Customer Outcomes Satisfaction Ratings, by Customer
Figure 60: What analytics solutions are you using from this vendor?
Figure 61: What business units are using interaction analytics and CJA findings?
Figure 62: What are the top 3 - 5 business benefits you are realizing from your analytics solution(s)?
Figure 63: What are the top 3 - 5 things this analytics solution provides that you are unable to get from any other solution?
Figure 64: What is the biggest impact this application has made in the contact center?
Figure 65: What enhancements/additional capabilities would you like to see in your analytics solution(s)?
Figure 66: Additional comments about your experience with the vendor and/or product
Figure 67: Interaction Analytics: Pricing for a 250-Seat Premise-Based Solution
Figure 68: Interaction Analytics: Pricing for a 250-Seat Cloud-Based Solution
Figure 69: Customer Journey Analytics: Pricing for a 250-Seat Premise- Based Solution
Figure 70: Customer Journey Analytics: Pricing for a 250-Seat Cloud- Based Solution
- CallMiner, Inc.
- Verint Systems, Inc.
- Voci Technologies, Inc.
- VoiceBase, Inc.