DUBLIN–(BUSINESS WIRE)–The “2022-2023 Interaction Analytics for the Enterprise Report” has been added to ResearchAndMarkets.com’s offering.
The current generation of IA solutions is effective at capturing, identifying, and delivering actionable insights about the customer and employee experience. The contributions and value of these solutions are growing as IA technology is embedded into third-party applications and adoption extends throughout organizations. In addition to this large opportunity, the value and benefits of IA increase when it is applied as an enterprise business intelligence (BI) solution to provide a broad view of the customer journey.
The use cases for IA continue to grow thanks to its strategic value
Now in its 20th year, the IA market is thriving and is expected to continue to grow rapidly. Historical speech analytics is considered essential in many contact centers, and text analytics is delivering critical insights into the burgeoning volume of text-based interactions. Using IA to analyze 100% of the interactions that flow through touchpoints across the enterprise offers benefits for consumers, employees, and the organization as a whole.
Gaining customer insights from all service channels provides contact center leaders with valuable data to deliver constructive feedback to agents, improve training, increase employee engagement, and enhance the customer experience (CX). For contact centers that employ work-at-home (WAH) agents, IA is mission-critical, as it gives supervisors visibility into all of their agents’ interactions, regardless of location.
Real-time analytics, the underlying technology that powers real-time guidance (RTG) and next-best-action (NBA) solutions, is critical to the future of contact centers. Recent innovations in the area of natural language processing (NLP) and the cloud have made real-time features viable for front-line contact center employees.
Real-time solutions position agents to optimize their performance by giving them alerts, tips, best practices, scripts, knowledge articles, and other guidance they need to achieve the best outcome for each transaction. This allows agents to spend their time helping customers instead of looking for the information needed to assist them. Real-time guidance and NBA capabilities reduce agent onboarding time, improve productivity, increase sales and collections, and greatly enhance employee engagement.
An essential and authoritative resource for interaction analytics
The 2022 – 2023 Interaction Analytics for the Enterprise report, our 17th edition covering this sector, provides a comprehensive and insightful analysis of the IA market, competitive landscape, products, innovation, as well as market, business and servicing trends and challenges.
The Report examines market activity and provides 5-year projections. It also explores customer satisfaction with vendors, products, and pricing and offers implementation and operational best practices to help users realize an ongoing return on their investment.
This Report is intended to help contact center and enterprise leaders and managers in small, mid-size, and large companies select the right solution, technology, functionality, and partner to meet their organization’s current and future interaction analytics needs. The Report features six vendors that offer interaction analytics suites: Calabrio, NICE, OnviSource, Sestek, Verint, and Xdroid. Three real-time guidance vendors, ASAPP, Balto, and Cresta, are covered at a higher level.
The Report Includes:
- Interaction analytics explained, top uses for historical and real-time IA and a high-level overview of the key functional capabilities in the featured IA solutions
- The market and business trends and challenges that are driving vendor innovation and enterprise investments
- Vendor innovation: feature and functionality enhancements recently released and near- term updates planned for the next 12 – 18 months
- A look at how IA is capturing the voice of the customer and being leveraged to understand and improve the CX
- Discussion of how RTG solutions are transforming the agent experience and elevating the CX while delivering quantifiable benefits
- How AQM solutions are delivering many proven contributions and benefits to contact centers, improving agent coaching and engagement, enhancing the CX, and much more
- Examination of how IA findings are being operationalized and applied to broader enterprise-wide functions
- Market activity, market share analysis, and 5-year projections
- Review and assessment of the IA competitive landscape
- High-level functional overview and analysis of the key functional capabilities of the featured IA solutions: AI, machine learning and automation, transcription, security and compliance, system administration and business intelligence (BI), reporting and dashboards
- Implementation analysis: training and workshops, professional services, benefits for building a business case, and return on investment (ROI) time frames
- Pricing comparison and analysis for 250-seat on-premise and cloud-based implementations
- Comprehensive customer satisfaction survey results that measure and rank vendor approval ratings across 10 vendor categories, 8 product capabilities, and 9 product effectiveness categories
- Detailed company reports for the 6 IA vendors and 3 real-time guidance solutions are covered in this report
- Interaction Analytics Vendor Directory
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Research Methodology
4. Interaction Analytics Defined
5. Interaction Analytics Trends and Challenges
6. Interaction Analytics Market Innovation
7. Understanding the CX from the Source
8. Real-Time Guidance
9. AQM: Raising the Bar on Quality Management
10. Operationalizing IA Throughout the Enterprise
11. Interaction Analytics Market Activity Analysis
12. Interaction Analytics Market Projections
13. Interaction Analytics Competitive Landscape
14. IA Product Offering and Functional Analysis
15. Implementation and ROI Analysis
16. Pricing
17. Interaction Analytics Vendor Satisfaction Analysis
18. Company Reports
18.1 ASAPP, Inc.
18.2 Balto Software, Inc.
18.3 Cresta
18.4 Calabrio
18.5 NICE
18.6 OnviSource
18.7 Sestek
18.8 Verint Systems
18.9 Xdroid
For more information about this report visit https://www.researchandmarkets.com/r/s08xkz
