Interaction Analytics for the Enterprise Report 2023-2024

3.1 Report Participation Criteria

4.1 Historical Interaction Analytics
4.2 Real-time Interaction Analytics
4.3 High-Level Functional Capabilities

5.1 Interaction Analytics Trends
5.2 Interaction Analytics Challenges and Opportunities

6.1 New Features
6.2 Emerging Capabilities

8.1 Emotion Detection and Sentiment Analysis

10.1 Transcription

13.1 Company Snapshot
13.2 Product Information Table
13.2.1 System Administration
13.2.2 Security and Compliance
13.2.3 Business Intelligence, Reporting, and Dashboards

15.1 Summary of Survey Findings and Analysis: Vendor Categories
15.1.1 Vendor Satisfaction by Category and Customer
15.2 Summary of Survey Findings and Analysis: Interaction Analytics Product Capabilities
15.2.1 Interaction Analytics Product Capabilities Satisfaction, by Category and Customer
15.3 Summary of Survey Findings and Analysis: Interaction Analytics Product Effectiveness Categories
15.3.1 Interaction Analytics Product Effectiveness Satisfaction, by Category and Customer
15.4 Customer Background and Insights
15.4.1 Business Units Using Interaction Analytics Findings
15.4.2 Top 3 - 5 Contributions of Interaction Analytics
15.4.3 Interaction Analytics Improvements
15.4.4 Additional Comments

16.1 Cloud-Based Pricing

17.1 Calabrio
17.2 CallMiner, Inc.
17.3 NICE
17.4 OnviSource
17.5 Sestek
17.6 Verint Systems
17.7 Xdroid

• Appendix: Interaction Analytics Directory

Figure 1: Standard Capabilities of a Full-Featured IA Solution
Figure 2.1: High-Level Functional Summary
Figure 2.2: High-Level Functional Summary
Figure 3: 2023 IA Trends
Figure 4: 2023 IA Challenges
Figure 5: New Product Features
Figure 6: Future Enhancements, by Category
Figure 7: Artificial Intelligence, Machine Learning, and Automation
Figure 8.1: CX Management
Figure 8.2: CX Management
Figure 9.1: Emotion Detection and Sentiment Analysis
Figure 9.2: Emotion Detection and Sentiment Analysis
Figure 10: Omnichannel AQM Improves Accuracy, Efficiency, CX, and EX
Figure 11.1: Analytics-Enabled Quality Management (AQM)
Figure 11.2: Analytics-Enabled Quality Management (AQM)
Figure 12: Enterprise IA Solution
Figure 13.1: Operationalizing IA
Figure 13.2: Operationalizing IA
Figure 14.1: Transcription
Figure 14.2: Transcription
Figure 15: Interaction Analytics Market Activity, as of March 31, 2023
Figure 16: Interaction Analytics Market Share Based on Seats, as of March 2023
Figure 17: Interaction Analytics Customers and Seats by Vendor, 2022 vs. 2021
Figure 18: Interaction Analytics Customer Trends by Vendor, 2016 - 2022
Figure 19: Interaction Analytics Customer Trends by Vendor, 2016 - 2022
Figure 20: Interaction Analytics Seat Trends by Vendor, 2016 - 2022
Figure 21: Interaction Analytics Seat Trends by Vendor, 2016 - 2022
Figure 22: Interaction Analytics Market Growth Projections Based on Seats, 2023 - 2027
Figure 23: IA Competitive Landscape
Figure 24.1: Company Information as of March 31, 2023
Figure 24.2: Company Information as of March 31, 2023
Figure 25: Product Information
Figure 26.1: System Administration/Configuration
Figure 26.2: System Administration/Configuration
Figure 27.1: Security and Compliance
Figure 27.2: Security and Compliance
Figure 28.1: Business Intelligence, Reporting, and Dashboards
Figure 28.2: Business Intelligence, Reporting, and Dashboards
Figure 29.1: Interaction Analytics Implementation and Payback Analysis
Figure 29.2: Interaction Analytics Implementation and Payback Analysis
Figure 30: Customer Survey Rating Categories
Figure 31: Average Vendor Satisfaction Ratings, by Category
Figure 32: Product Satisfaction Ratings, by Customer
Figure 33: Implementation Satisfaction Ratings, by Customer
Figure 34: Professional Services Satisfaction Ratings, by Customer
Figure 35: Training/Workshops Satisfaction Ratings, by Customer
Figure 36: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 37: Innovation Satisfaction Ratings, by Customer
Figure 38: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 39: Communication Satisfaction Ratings, by Customer
Figure 40: Product Pricing Satisfaction Ratings, by Customer
Figure 41: Overall Vendor Satisfaction Ratings, by Customer
Figure 42: Average Interaction Analytics Product Capabilities Satisfaction Ratings, by Category
Figure 43: Speech Analytics Satisfaction Ratings, by Customer
Figure 44: Text Analytics Satisfaction Ratings, by Customer
Figure 45: Real-Time Interaction Analytics Satisfaction Ratings, by Customer
Figure 46: Real-Time Guidance Satisfaction Ratings, by Customer
Figure 47: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
Figure 48: Emotion Detection Satisfaction Ratings, by Customer
Figure 49: Sentiment Analysis Satisfaction Ratings, by Customer
Figure 50: Transcription Satisfaction Ratings, by Customer
Figure 51: Accuracy Satisfaction Ratings, by Customer
Figure 52: Artificial Intelligence and Machine Learning Satisfaction Ratings, by Customer
Figure 53: Average Interaction Analytics Product Effectiveness Satisfaction Ratings, by Category
Figure 54: Ability to Capture and Analyze Data from all Voice and Digital Interactions Satisfaction Ratings, by Customer
Figure 55: Ability to Identify Customer Intents Satisfaction Ratings, by Customer
Figure 56: Ability to Conduct Automated Discovery and Root Cause Analysis Satisfaction Ratings, by Customer
Figure 57: Ability to Provide Actionable Insights and Findings for all Customer-Facing Departments Satisfaction Ratings, by Customer
Figure 58: Ability to Automate Post-Interaction Wrap-Up and Follow-Up Activities Satisfaction Ratings, by Customer
Figure 59: Ability to Capture the Voice of the Customer Satisfaction Ratings, by Customer
Figure 60: Ability to Identify Pain Points in the Customer Journey Satisfaction Ratings, by Customer
Figure 61: Ability to Improve the Customer Experience Satisfaction Ratings, by Customer
Figure 62: Ability to Enhance Agent Performance Satisfaction Ratings, by Customer
Figure 63: Business Units Using the Findings from IA
Figure 64: Top 3 - 5 Contributions of IA
Figure 65: IA Improvements
Figure 66: Additional Comments about Your Experience with the Vendor and/or Product.
Figure 67: Pricing for a 250-Seat Cloud-Based Interaction Analytics and Real-Time Guidance Solution