2021-2022 Interaction Analytics Product and Market Report

Published May 31, 2021

Interaction analytics has proven its effectiveness in both the best and worst of times. During the COVID-19 pandemic, it became an essential application for enterprises, not just contact centers, as it provided insights into customer wants and needs as well as employee performance, data that was unavailable from any other source. The output from IA applications enabled companies to keep their employees safe, sustain the integrity of their brand, adapt to an increasingly digital economy, and remain relevant during a period of unprecedented upheaval and challenges.

Interaction analytics is the ideal source for customer and employee insights  

Interaction analytics follows conversations as customers pivot from one channel to another, providing necessary insights into all touchpoints in the customer journey. Interaction analytics solutions enable companies to alter the outcome of customer conversations, responding in real time, and to passively gather historical data that provides insights into customer wants and needs as well as employee performance. This information is key to enabling companies to be agile in addressing customer expectations for service and for optimizing employee performance in order to deliver a consistently high-quality customer experience.

Work-at-home and hybrid workforces have become the norm. Companies need IA to oversee the performance of remote and international employees. Interaction analytics can provide real-time alerts and next-best-action guidance to agents, regardless of where they are located. Interaction analytics can perform automated quality management (AQM), more accurately monitoring performance and gathering customer insights than the traditional manual methods of quality management. This means that it can help determine if agents are doing their jobs properly and are accurately responding to customer needs in all channels.

The “go-to” resource for interaction analytics for 16 successive years 

The 2021 – 2022 Interaction Analytics Product and Market Report provides a comprehensive and insightful analysis of the IA market, competitive landscape, product innovation, as well as market, business and servicing trends and challenges. The Report examines market activity and provides 5-year market 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.

The 2021 – 2022 Interaction Analytics Product and Market Report features seven vendors who offer an interaction analytics solution as part of a broader WFO offering or as a best-of-breed solution. These vendors are: Calabrio, Clarabridge, NICE, OnviSource, Sestek, Verint and Xdroid. Three other vendors, CallMiner, Observe.ai, and Yaqtrac, are covered at a higher level. 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.

  • Examination of the contributions of interaction analytics to businesses during the worldwide COVID healthcare crisis and vendor opportunities precipitated by the pandemic 
  • A guide for getting started with analytics-enabled quality management (AQM) and steps for a successful implementation
  • Examination of how IA is an essential tool for capturing the voice of the customer, understanding the customer journey and measuring and improving the customer experience 
  • Discussion of how the findings from IA can be operationalized and applied to broader enterprise-wide applications, including strategic opportunities
  • Market activity and market share analysis, adoption rate and 5-year projections
  • Review and assessment of the IA competitive landscape, including a high-level company overview of the featured vendors
  • Analysis of the key functional capabilities of the 7 featured IA solutions; artificial intelligence (AI) and automation, system administration, security features, and business intelligence (BI), reporting and dashboards
  • Implementation analysis; vendor implementation methodology and best practices, professional services, training and workshops, return-on-investment (ROI) time frame and benefits for building a business case
  • Pricing comparison and analysis for 250-seat on-premise and cloud-based implementations
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 10 vendor categories, 9 product capabilities and 5 product effectiveness categories
  • Detailed company reports for the 10 vendors covered in this Report, including product functionality and future product development plans
  • Interaction Analytics 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
    • 4.2 Core Functional Components
  5. Interaction Analytics Trends and Challenges
    • 5.1 Interaction Analytics Trends
    • 5.2 Interaction Analytics Challenges
  6. Interaction Analytics Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. Contributions of Interaction Analytics: Lessons Learned in the Pandemic
    • 7.1 Work-at-Home Agents
  8. Analytics-Enabled Quality Management: A Guide to Getting Started
    • 8.1 Analytics-Enabled Quality Management Defined
    • 8.2 Analytics-Enabled Quality Management Improves Agent Coaching and Retention
    • 8.3 Getting Started with Analytics-Enabled AQM
  9. Voice of the Customer, Unfiltered
    • 9.1 Emotion Detection and Sentiment Analysis
    • 9.2 Customer Journey Analytics
    • 9.3 Customer-Centric Key Performance Indicators
  10. Interaction Analytics for the Enterprise
    • 10.1 Strategic Interaction Analytics Opportunities
  11. Interaction Analytics Market Activity Analysis
  12. Interaction Analytics Market Adoption
  13. Interaction Analytics Market Projections
  14. Interaction Analytics Competitive Landscape
    • 14.1 Company Snapshot
    • 14.2 Vendor Product Offerings
  15. Interaction Analytics Functional Summary
    • 15.1 High-Level Functional Analysis
    • 15.2 Artificial Intelligence, Machine Learning and Automation
    • 15.3 System Administration and Configuration
    • 15.4 Security
    • 15.5 Business Intelligence, Reporting and Dashboards
  16. Interaction Analytics Implementation and Return on Investment
    Analysis
  17. Pricing
    • 17.1 Pricing for a 250-Seat Premise-Based Interaction Analytics Implementation
    • 17.2 Pricing for a 250-Seat Cloud-Based Interaction Analytics Implementation
  18. Interaction Analytics Vendor Satisfaction Analysis
    • 18.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 18.1.1 Vendor Satisfaction by Category and Customer
    • 18.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 18.2.1 Product Capabilities Satisfaction, by Category and Customer
    • 18.3 Summary of Survey Findings and Analysis: Product Effectiveness
      • 18.3.1 Product Effectiveness Satisfaction, by Category and Customer
    • 18.4 Customer Background and Insights
      • 18.4.1 Business Units Using the Findings from Interaction Analytics
      • 18.4.2 Top 3 – 5 Ways Interaction Analytics Helped Address Pandemic-Related Challenges
      • 18.4.3 Top 3 – 5 Interaction Analytics Challenges
      • 18.4.4 Additional Comments
  19. Company Reports
    • 19.1 Calabrio
    • 19.2 CallMiner, Inc.
    • 19.3 Clarabridge
    • 19.4 NICE
    • 19.5 Observe.ai
    • 19.6 OnviSource
    • 19.7 Sestek
    • 19.8 Verint Systems
    • 19.9 Xdroid
    • 19.10 Yactraq Online, Inc.

Appendix: Interaction Analytics Vendor Directory

Table of Figures

  • Figure 1: Changing Business Dynamics
  • Figure 2: Interaction Analytics
  • Figure 3: Interaction Analytics Technology Building Blocks
  • Figure 4: Interaction Analytics Trends
  • Figure 5: Interaction Analytics Challenges
  • Figure 6: New Product Features, by Vendor
  • Figure 7: Future Enhancements, by Category
  • Figure 8.1: COVID-Related Impacts
  • Figure 8.2: COVID-Related Impacts
  • Figure 9.1: Work-at-Home (WAH) Agents
  • Figure 9.2: Work-at-Home (WAH) Agents
  • Figure 10: The AQM Process
  • Figure 11.1: Analytics-Enabled Quality Management (AQM)
  • Figure 11.2: Analytics-Enabled Quality Management (AQM)
  • Figure 12: AQM Improves Coaching Effectiveness
  • Figure 13: AQM/Coaching Cycle of Success
  • Figure 14.1: Analytics-Enabled Quality Management Coaching
    Capabilities
  • Figure 14.2: Analytics-Enabled Quality Management Coaching
    Capabilities
  • Figure 15: Launching an AQM Implementation
  • Figure 16.1: Using Interaction Analytics to Analyze the Voice of the
    Customer/CX
  • Figure 16.2: Using Interaction Analytics to Analyze the Voice of the
    Customer/CX
  • Figure 17.1: Emotion Detection and Sentiment Analysis
  • Figure 17.2: Emotion Detection and Sentiment Analysis
  • Figure 18.1: Using Interaction Analytics to Understand the Customer Journey
  • Figure 18.2: Using Interaction Analytics to Understand the Customer Journey
  • Figure 19.1: KPIs
  • Figure 19.2: KPIs
  • Figure 20.1: Enterprise IA
  • Figure 20.2: Enterprise IA
  • Figure 21.1: Strategic Enterprise Opportunities for IA
  • Figure 21.2: Strategic Enterprise Opportunities for IA
  • Figure 22: Interaction Analytics Market Activity, as of March 31, 2021
  • Figure 23: Interaction Analytics Market Share Based on Seats,
    as of March 2021
  • Figure 24: Interaction Analytics Customers and Seats by Vendor,
    2020 vs. 2019
  • Figure 25: Interaction Analytics Customer Trends by Vendor, 2014 – 2020
  • Figure 26: Interaction Analytics Customer Trends by Vendor, 2014 – 2020
  • Figure 27: Interaction Analytics Seat Trends by Vendor, 2014 – 2020
  • Figure 28: Interaction Analytics Seat Trends by Vendor, 2014 – 2020
  • Figure 29: Interaction Analytics Contact Center Adoption Rate,
    2008 – 2020
  • Figure 30: Interaction Analytics Market Growth Rate Projections Based on Seats, 2021 – 2025
  • Figure 31: IA Competitive Landscape
  • Figure 32.1: Company Information, as of February 2021
  • Figure 32.2: Company Information, as of February 2021
  • Figure 33: Product Information
  • Figure 34.1: High-Level Functional Summary
  • Figure 34.2: High-Level Functional Summary
  • Figure 35.1: Artificial Intelligence, Machine Learning and Automation
  • Figure 35.2: Artificial Intelligence, Machine Learning and Automation
  • Figure 36.1: System Administration and Configuration
  • Figure 36.2: System Administration and Configuration
  • Figure 37.1: Security
  • Figure 37.2: Security
  • Figure 38.1: Business Intelligence, Reporting and Dashboards
  • Figure 38.2: Business Intelligence, Reporting and Dashboards
  • Figure 39.1: Implementation Analysis
  • Figure 39.2: Implementation Analysis
  • Figure 40.1: Pricing for a 250-Seat Premise-Based Interaction Analytics
    Implementation
  • Figure 40.2: Pricing for a 250-Seat Premise-Based Interaction Analytics
    Implementation
  • Figure 41.1: Pricing for a 250-Seat Cloud-Based Interaction Analytics Solution
  • Figure 41.2: Pricing for a 250-Seat Cloud-Based Interaction Analytics Solution
  • Figure 42: Customer Survey Rating Categories
  • Figure 43: Average Vendor Satisfaction Ratings, by Category
  • Figure 44: Product Satisfaction Ratings, by Customer
  • Figure 45: Implementation Satisfaction Ratings, by Customer
  • Figure 46: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 47: Ongoing Service and Support Satisfaction Ratings,
    by Customer
  • Figure 48: Professional Services Satisfaction Ratings, by Customer
  • Figure 49: Product Innovation Satisfaction Ratings, by Customer
  • Figure 50: Responsiveness to Product Enhancement Requests
    Satisfaction Ratings, by Customer
  • Figure 51: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 52: Pricing Satisfaction Ratings, by Customer
  • Figure 53: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 54: Average Product Capabilities Satisfaction Ratings,
    by Category
  • Figure 55: Omni-Channel Capabilities Satisfaction Ratings,
    by Customer
  • Figure 56: Automated Discovery and Root Cause Analysis Satisfaction Ratings, by Customer
  • Figure 57: Accuracy and Tuning Capabilities Satisfaction Ratings,
    by Customer
  • Figure 58: Emotion Detection Satisfaction Ratings, by Customer
  • Figure 59: Sentiment Analysis Satisfaction Ratings, by Customer
  • Figure 60: Artificial Intelligence and Machine Learning Capabilities
    Satisfaction Ratings, by Customer
  • Figure 61: Real-Time Capabilities Satisfaction Ratings, by Customer
  • Figure 62: Dashboards and Analytics Satisfaction Ratings,
    by Customer
  • Figure 63: Ease of Configuration, Use and Maintenance Satisfaction
    Ratings, by Customer
  • Figure 64: Average Product Effectiveness Satisfaction Ratings,
    by Category
  • Figure 65: Ability to Identify and Mitigate Pandemic-Related Impacts for
    Customers Satisfaction Ratings, by Customer
  • Figure 66: Ability to Support Work-at-Home/Remote Agents Satisfaction
    Ratings, by Customer
  • Figure 67: Ability to Understand the Omni-Channel Customer Journey
    Satisfaction Ratings, by Customer
  • Figure 68: Ability to Actively and Passively Capture the Voice of the Customer Satisfaction Ratings, by Customer
  • Figure 69: Ability to Support Analytics-Enabled Quality Management
    (AQM) Satisfaction Ratings, by Customer
  • Figure 70: Business Units Using the Findings from Interaction Analytics
  • Figure 71: Top 3 – 5 Ways Interaction Analytics Helped Address
    Pandemic-Related Challenges
  • Figure 72: Top 3 Challenges of your Interaction Analytics Solution
  • Figure 73: Additional Comments about your Experience with the Vendor and/or Product.
Have a question about this report?