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2020-2021 Interaction Analytics Product and Market Report

2020-2021 Interaction Analytics Product and Market Report

Interaction analytics (IA) solutions have proven their value during the coronavirus pandemic. IA was often the only means for companies to know what was happening across their departments, and was instrumental in rapidly identifying emerging customer issues so that agents and self-service solutions could be prepared to address them and handle the high volumes of interactions they were receiving. As much of the workforce was forced to relocate to their homes, companies relied on IA solutions as oversight tools to keep track of employees’ performance while they were working remotely.

Interaction analytics is essential in the world of virtual commerce 

As the digital transformation accelerates and omni-channel service becomes the norm, companies need insight into what is occurring in all media. Interaction analytics gives a complete view of activity in all channels and can help reveal what is trending in each one and on an overall basis; this allows companies to identify issues and respond quickly. 

Interaction analytics can be used to measure all aspects of the service experience. Organizations can collect customer feedback passively, on a continuous basis. This can help companies achieve the goal of measuring the customer experience (CX) and sharing the data on a timely basis so that necessary changes can be made throughout the enterprise to optimize the overall customer journey, not just the quality of the service in the contact center.

An essential resource for 15 successive years 

The 2020-2021 Interaction Analytics Product and Market Report provides an in-depth analysis of the IA market, the competitive landscape, product innovation, as well as business and servicing trends and challenges. It closely examines market activity and presents 5-year market projections. The Report also examines customer satisfaction with vendors, products and pricing and offers implementation best practices to help users succeed with their IA initiatives. 

The Report features 7 leading and contending vendors who offer IA as a part of a broader workforce optimization (WFO) offering or as a best-of-breed solution. The 7 vendors are: Calabrio, Clarabridge, NICE, OnviSource, Sestek, Verint and Xdroid. An eighth vendor, CallMiner, is covered at a higher level. The Report is intended to help leaders and managers in contact centers, back offices, IT departments and the executive suite select the best IA solution and vendor to meet their organization’s current and future needs.

Report includes:

  • IA defined: how it works, and a high-level overview of the key functional capabilities in the 7 featured IA solutions 
  • Current market trends and challenges that are driving vendor innovation and enterprise investments 
  • Vendor research and development (R&D): recent feature and functionality enhancements and near-term updates planned for the next 12 – 18 months 
  • Examination of how artificial intelligence (AI)-enabled technologies are making significant contributions and improvements to interaction analytics
  • A look at how IA is being leveraged as a strategic tool across the enterprise, extending its benefits
  • The essential role of IA in understanding the customer journey and operationalizing the voice of the customer (VoC), the CX and quality management, by providing a data-driven approach to identifying the best course of action for each transaction
  • Market activity and market share analysis, adoption rate and 5-year projections
  • Analysis of the IA competitive landscape, including a discussion of the changing dynamics, expanding use cases, new and emerging competitors, and a high-level overview of the 7 vendors and product offerings featured in this analysis 
  • IA implementation analysis, including vendor implementation methodology and best practices, maintenance and support, workshops, training and professional services
  • Pricing comparison and analysis for on-premise and cloud-based implementations 
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 10 vendor categories, 10 product capabilities and 5 product effectiveness categories
  • Detailed company reports for the 8 vendors covered in this Report, including product functionality and future product development plans 
  • IA Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Interaction Analytics Defined
    • 4.1 Interaction Analytics Application Building Blocks
    • High-Level Functional Summary
  5. IA Enterprise Trends and Challenges
    • 5.1 IA Enterprise Trends
    • 5.2 IA Enterprise Challenges
  6. IA Market Innovation
    • 6.1 New Features
    • 6.2 Emerging Capabilities
  7. The Evolution of Speech Analytics
    • 7.1 AI and IA: Interaction Analytics Gets Smarter
  8. IA for the Enterprise
    • 8.1 IA as a Strategic Tool for the Enterprise
  9. Putting IA to Work: Operationalizing IA Extends its Benefits
    • 9.1 Deciphering the VoC and the CX
    • 9.2 Emotion Detection and Sentiment Analysis
    • 9.3 AQM: Automated, Accurate, and Always On
  10. DMG’s Projections for the Future of Interaction Analytics
  11. IA Market Activity Analysis
  12. IA Market Adoption
  13. IA Market Projections
  14. IA Competitive Landscape
    • 14.1 Vendors of Interest
    • 14.2 Company Snapshot
    • 14.3 Product Information
  15. IA Implementation and ROI Analysis
    • 15.1 System Administration
    • 15.2 Security and Compliance
    • 15.3 Business Intelligence, Reporting and Dashboards
      • 15.3.1 KPIs
  16. IA Pricing
    • 16.1 IA Premise-Based Pricing
    • 16.2 IA Cloud-Based Pricing
  17. IA Satisfaction Survey and Analysis
    • 17.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 17.1.1 Vendor Satisfaction by Category and Customer
    • 17.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 17.2.1 Product Capabilities Satisfaction Ratings, by Category and Customer
    • 17.3 Summary of Survey Findings and Analysis: Product Effectiveness
      • 17.3.1 Product Effectiveness Satisfaction, by Category and Customer
    • 17.4 Customer Background and Insights
      • 17.4.1 Business Units Using IA
      • 17.4.2 Top 3 – 5 Strengths of IA
      • 17.4.3 Top 3 – 5 Most Wished for Insights Pre-Implementation
      • 17.4.4 Desired Enhancements/Additional Capabilities
      • 17.4.5 Additional Comments
  18. Company Reports
    • 18.1 Calabrio
    • 18.2 CallMiner, Inc.
    • 18.3 Clarabridge
    • 18.4 NICE
    • 18.5 OnviSource
    • 18.6 Sestek
    • 18.7 Verint Systems
    • 18.8 Xdroid
  19. Appendix: IA Vendor Directory

Table of Figures

    • Figure 1: What is Interaction Analytics?
    • Figure 2: Interaction Analytics Technology Building Blocks
    • Figure 3.1: High-Level Functional Summary
    • Figure 3.2: High-Level Functional Summary
    • Figure 4: 2020 Enterprise IA Trends
    • Figure 5: Enterprise IA Challenges in 2020
    • Figure 6: New Product Features, by Vendor
    • Figure 7: Future Enhancements, by Category
    • Figure 8: Speech Analytics Maturity Model
    • Figure 9.1: Artificial Intelligence, Machine Learning and Automation
    • Figure 9.2: Artificial Intelligence, Machine Learning and Automation
    • Figure 10: Enterprise IA
    • Figure 11.1: IA for the Enterprise
    • Figure 11.2: IA for the Enterprise
    • Figure 12.1: Strategic IA Opportunities
    • Figure 12.2: Strategic IA Opportunities
    • Figure 13.1: Operationalizing IA
    • Figure 13.2: Operationalizing IA
    • Figure 14.1: Using Interaction Analytics to Analyze the Voice of the Customer/CX
    • Figure 14.2: Using Interaction Analytics to Analyze the Voice of the Customer/CX
    • Figure 15.1: Emotion Detection and Sentiment Analysis
    • Figure 15.2: Emotion Detection and Sentiment Analysis
    • Figure 16: Analytics-Enabled Quality Management
    • Figure 17: AI and Machine Learning Enhance the QM Process
    • Figure 18.1: AQM
    • Figure 18.2: AQM
    • Figure 19: IA Market Activity, as of March 31, 2020
    • Figure 20: Interaction Analytics Market Share Based on Seats,
      as of March 2020
    • Figure 21: Interaction Analytics Customers and Seats by Vendor,
      2019 vs. 2018
    • Figure 22: Interaction Analytics Customer Trends by Vendor, 2013 – 2019
    • Figure 23: Interaction Analytics Customer Trends by Vendor, 2013 – 2019
    • Figure 24: Interaction Analytics Seat Trends by Vendor, 2013 – 2019
    • Figure 25: Interaction Analytics Seat Trends by Vendor, 2013 – 2019
    • Figure 26: Interaction Analytics Contact Center Adoption Rate,
      2008 – 2019
    • Figure 27: Interaction Analytics Market Growth Rate Projections
      Based on Seats, 2020 – 2024
    • Figure 28: IA Competitive Landscape
    • Figure 29.1: Company Information, as of March 2020
    • Figure 29.2: Company Information, as of March 2020
    • Figure 30: Product Information
    • Figure 31.1: Implementation and ROI Analysis
    • Figure 31.2: Implementation and ROI Analysis
    • Figure 32.1: Administration/Design and Content Development Environment
    • Figure 32.2: Administration/Design and Content Development Environment
    • Figure 33.1: Security and Compliance
    • Figure 33.2: Security and Compliance
    • Figure 34.1: Business Intelligence, Reporting and Dashboards
    • Figure 34.2: Business Intelligence, Reporting and Dashboards
    • Figure 35.1: KPIs
    • Figure 35.2: KPIs
    • Figure 36: Pricing for a 250-Seat Premise-Based IA Solution
    • Figure 37: Pricing for a 250-Seat Cloud-Based IA Solution
    • Figure 38: Customer Survey Rating Categories
    • Figure 39: Average Vendor Satisfaction Ratings, by Category
    • Figure 40: Current Product Satisfaction Ratings, by Customer
    • Figure 41: Implementation Satisfaction Ratings, by Customer
    • Figure 42: Training/Workshops Satisfaction Ratings, by Customer
    • Figure 43: Ongoing Service and Support Satisfaction Ratings,
      by Customer
    • Figure 44: Professional Services Satisfaction Ratings, by Customer
    • Figure 45: Product Innovation Satisfaction Ratings, by Customer
    • Figure 46: Responsiveness to Product Enhancement Requests
      Satisfaction Ratings, by Customer
    • Figure 47: Vendor Communication Satisfaction Ratings, by Customer
    • Figure 48: Pricing Satisfaction Ratings, by Customer
    • Figure 49: Overall Vendor Satisfaction Ratings, by Customer
    • Figure 50: Product Capabilities Satisfaction Ratings, by Category
    • Figure 51: Omni-Channel Capabilities Satisfaction Ratings, by Customer
    • Figure 52: Artificial Intelligence and Machine Learning Capabilities Satisfaction Ratings, by Customer
    • Figure 53: Accuracy and Tuning Capabilities Satisfaction Ratings,
      by Customer
    • Figure 54: Automated Discovery of Issues that have not been Pre-Defined Satisfaction Ratings, by Customer
    • Figure 55: Correlation of Disparate but Related Issues/Topics Satisfaction Ratings, by Customer
    • Figure 56: Automated Root Cause Analysis Satisfaction Ratings,
      by Customer
    • Figure 57: Analytics-Enabled Quality Management Capabilities
      Satisfaction Ratings, by Customer
    • Figure 58: Emotion Detection Satisfaction Ratings, by Customer
    • Figure 59: Sentiment Analysis Satisfaction Ratings, by Customer
    • Figure 60: Ease of Configuration, Use and Maintenance Satisfaction
      Ratings, by Customer
    • Figure 61: Product Effectiveness Satisfaction Ratings, by Category
    • Figure 62: Ability to Understand the Omni-Channel Customer Experience Satisfaction Ratings, by Customer
    • Figure 63: Ability to Understand the Voice of the Customer and Customer Preferences Satisfaction Ratings, by Customer
    • Figure 64: Ability to Provide Agents with Contextual Real-Time Guidance/ Next-Best-Action Recommendations Satisfaction Ratings, by Customer
    • Figure 65: Ability to Predict/Anticipate Customer Behaviors Satisfaction Ratings, by Customer
    • Figure 66: Ability to Identify Relevant and Actionable Data Satisfaction Ratings, by Customer
    • Figure 67: What business units are using the output/insights results
      from interaction analytics?
    • Figure 68: What are the top 3 – 5 strengths of your IA solution?
    • Figure 69: Based on your experience, what are the top 3 – 5 things
      you wish you had known prior to implementing an interaction analytics solution?
    • Figure 70: What product enhancements/additional capabilities would
      you like to see?
    • Figure 71: Additional comments about your experience with the vendor
      and/or solution.
+ Report Includes

Report includes:

  • IA defined: how it works, and a high-level overview of the key functional capabilities in the 7 featured IA solutions 
  • Current market trends and challenges that are driving vendor innovation and enterprise investments 
  • Vendor research and development (R&D): recent feature and functionality enhancements and near-term updates planned for the next 12 – 18 months 
  • Examination of how artificial intelligence (AI)-enabled technologies are making significant contributions and improvements to interaction analytics
  • A look at how IA is being leveraged as a strategic tool across the enterprise, extending its benefits
  • The essential role of IA in understanding the customer journey and operationalizing the voice of the customer (VoC), the CX and quality management, by providing a data-driven approach to identifying the best course of action for each transaction
  • Market activity and market share analysis, adoption rate and 5-year projections
  • Analysis of the IA competitive landscape, including a discussion of the changing dynamics, expanding use cases, new and emerging competitors, and a high-level overview of the 7 vendors and product offerings featured in this analysis 
  • IA implementation analysis, including vendor implementation methodology and best practices, maintenance and support, workshops, training and professional services
  • Pricing comparison and analysis for on-premise and cloud-based implementations 
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 10 vendor categories, 10 product capabilities and 5 product effectiveness categories
  • Detailed company reports for the 8 vendors covered in this Report, including product functionality and future product development plans 
  • IA Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Interaction Analytics Defined
    • 4.1 Interaction Analytics Application Building Blocks
    • High-Level Functional Summary
  5. IA Enterprise Trends and Challenges
    • 5.1 IA Enterprise Trends
    • 5.2 IA Enterprise Challenges
  6. IA Market Innovation
    • 6.1 New Features
    • 6.2 Emerging Capabilities
  7. The Evolution of Speech Analytics
    • 7.1 AI and IA: Interaction Analytics Gets Smarter
  8. IA for the Enterprise
    • 8.1 IA as a Strategic Tool for the Enterprise
  9. Putting IA to Work: Operationalizing IA Extends its Benefits
    • 9.1 Deciphering the VoC and the CX
    • 9.2 Emotion Detection and Sentiment Analysis
    • 9.3 AQM: Automated, Accurate, and Always On
  10. DMG’s Projections for the Future of Interaction Analytics
  11. IA Market Activity Analysis
  12. IA Market Adoption
  13. IA Market Projections
  14. IA Competitive Landscape
    • 14.1 Vendors of Interest
    • 14.2 Company Snapshot
    • 14.3 Product Information
  15. IA Implementation and ROI Analysis
    • 15.1 System Administration
    • 15.2 Security and Compliance
    • 15.3 Business Intelligence, Reporting and Dashboards
      • 15.3.1 KPIs
  16. IA Pricing
    • 16.1 IA Premise-Based Pricing
    • 16.2 IA Cloud-Based Pricing
  17. IA Satisfaction Survey and Analysis
    • 17.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 17.1.1 Vendor Satisfaction by Category and Customer
    • 17.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 17.2.1 Product Capabilities Satisfaction Ratings, by Category and Customer
    • 17.3 Summary of Survey Findings and Analysis: Product Effectiveness
      • 17.3.1 Product Effectiveness Satisfaction, by Category and Customer
    • 17.4 Customer Background and Insights
      • 17.4.1 Business Units Using IA
      • 17.4.2 Top 3 – 5 Strengths of IA
      • 17.4.3 Top 3 – 5 Most Wished for Insights Pre-Implementation
      • 17.4.4 Desired Enhancements/Additional Capabilities
      • 17.4.5 Additional Comments
  18. Company Reports
    • 18.1 Calabrio
    • 18.2 CallMiner, Inc.
    • 18.3 Clarabridge
    • 18.4 NICE
    • 18.5 OnviSource
    • 18.6 Sestek
    • 18.7 Verint Systems
    • 18.8 Xdroid
  19. Appendix: IA Vendor Directory

Table of Figures

    • Figure 1: What is Interaction Analytics?
    • Figure 2: Interaction Analytics Technology Building Blocks
    • Figure 3.1: High-Level Functional Summary
    • Figure 3.2: High-Level Functional Summary
    • Figure 4: 2020 Enterprise IA Trends
    • Figure 5: Enterprise IA Challenges in 2020
    • Figure 6: New Product Features, by Vendor
    • Figure 7: Future Enhancements, by Category
    • Figure 8: Speech Analytics Maturity Model
    • Figure 9.1: Artificial Intelligence, Machine Learning and Automation
    • Figure 9.2: Artificial Intelligence, Machine Learning and Automation
    • Figure 10: Enterprise IA
    • Figure 11.1: IA for the Enterprise
    • Figure 11.2: IA for the Enterprise
    • Figure 12.1: Strategic IA Opportunities
    • Figure 12.2: Strategic IA Opportunities
    • Figure 13.1: Operationalizing IA
    • Figure 13.2: Operationalizing IA
    • Figure 14.1: Using Interaction Analytics to Analyze the Voice of the Customer/CX
    • Figure 14.2: Using Interaction Analytics to Analyze the Voice of the Customer/CX
    • Figure 15.1: Emotion Detection and Sentiment Analysis
    • Figure 15.2: Emotion Detection and Sentiment Analysis
    • Figure 16: Analytics-Enabled Quality Management
    • Figure 17: AI and Machine Learning Enhance the QM Process
    • Figure 18.1: AQM
    • Figure 18.2: AQM
    • Figure 19: IA Market Activity, as of March 31, 2020
    • Figure 20: Interaction Analytics Market Share Based on Seats,
      as of March 2020
    • Figure 21: Interaction Analytics Customers and Seats by Vendor,
      2019 vs. 2018
    • Figure 22: Interaction Analytics Customer Trends by Vendor, 2013 – 2019
    • Figure 23: Interaction Analytics Customer Trends by Vendor, 2013 – 2019
    • Figure 24: Interaction Analytics Seat Trends by Vendor, 2013 – 2019
    • Figure 25: Interaction Analytics Seat Trends by Vendor, 2013 – 2019
    • Figure 26: Interaction Analytics Contact Center Adoption Rate,
      2008 – 2019
    • Figure 27: Interaction Analytics Market Growth Rate Projections
      Based on Seats, 2020 – 2024
    • Figure 28: IA Competitive Landscape
    • Figure 29.1: Company Information, as of March 2020
    • Figure 29.2: Company Information, as of March 2020
    • Figure 30: Product Information
    • Figure 31.1: Implementation and ROI Analysis
    • Figure 31.2: Implementation and ROI Analysis
    • Figure 32.1: Administration/Design and Content Development Environment
    • Figure 32.2: Administration/Design and Content Development Environment
    • Figure 33.1: Security and Compliance
    • Figure 33.2: Security and Compliance
    • Figure 34.1: Business Intelligence, Reporting and Dashboards
    • Figure 34.2: Business Intelligence, Reporting and Dashboards
    • Figure 35.1: KPIs
    • Figure 35.2: KPIs
    • Figure 36: Pricing for a 250-Seat Premise-Based IA Solution
    • Figure 37: Pricing for a 250-Seat Cloud-Based IA Solution
    • Figure 38: Customer Survey Rating Categories
    • Figure 39: Average Vendor Satisfaction Ratings, by Category
    • Figure 40: Current Product Satisfaction Ratings, by Customer
    • Figure 41: Implementation Satisfaction Ratings, by Customer
    • Figure 42: Training/Workshops Satisfaction Ratings, by Customer
    • Figure 43: Ongoing Service and Support Satisfaction Ratings,
      by Customer
    • Figure 44: Professional Services Satisfaction Ratings, by Customer
    • Figure 45: Product Innovation Satisfaction Ratings, by Customer
    • Figure 46: Responsiveness to Product Enhancement Requests
      Satisfaction Ratings, by Customer
    • Figure 47: Vendor Communication Satisfaction Ratings, by Customer
    • Figure 48: Pricing Satisfaction Ratings, by Customer
    • Figure 49: Overall Vendor Satisfaction Ratings, by Customer
    • Figure 50: Product Capabilities Satisfaction Ratings, by Category
    • Figure 51: Omni-Channel Capabilities Satisfaction Ratings, by Customer
    • Figure 52: Artificial Intelligence and Machine Learning Capabilities Satisfaction Ratings, by Customer
    • Figure 53: Accuracy and Tuning Capabilities Satisfaction Ratings,
      by Customer
    • Figure 54: Automated Discovery of Issues that have not been Pre-Defined Satisfaction Ratings, by Customer
    • Figure 55: Correlation of Disparate but Related Issues/Topics Satisfaction Ratings, by Customer
    • Figure 56: Automated Root Cause Analysis Satisfaction Ratings,
      by Customer
    • Figure 57: Analytics-Enabled Quality Management Capabilities
      Satisfaction Ratings, by Customer
    • Figure 58: Emotion Detection Satisfaction Ratings, by Customer
    • Figure 59: Sentiment Analysis Satisfaction Ratings, by Customer
    • Figure 60: Ease of Configuration, Use and Maintenance Satisfaction
      Ratings, by Customer
    • Figure 61: Product Effectiveness Satisfaction Ratings, by Category
    • Figure 62: Ability to Understand the Omni-Channel Customer Experience Satisfaction Ratings, by Customer
    • Figure 63: Ability to Understand the Voice of the Customer and Customer Preferences Satisfaction Ratings, by Customer
    • Figure 64: Ability to Provide Agents with Contextual Real-Time Guidance/ Next-Best-Action Recommendations Satisfaction Ratings, by Customer
    • Figure 65: Ability to Predict/Anticipate Customer Behaviors Satisfaction Ratings, by Customer
    • Figure 66: Ability to Identify Relevant and Actionable Data Satisfaction Ratings, by Customer
    • Figure 67: What business units are using the output/insights results
      from interaction analytics?
    • Figure 68: What are the top 3 – 5 strengths of your IA solution?
    • Figure 69: Based on your experience, what are the top 3 – 5 things
      you wish you had known prior to implementing an interaction analytics solution?
    • Figure 70: What product enhancements/additional capabilities would
      you like to see?
    • Figure 71: Additional comments about your experience with the vendor
      and/or solution.
    • This field is for validation purposes and should be left unchanged.