2022-2023 Interaction Analytics for the Enterprise Report

Published September 19, 2022

Price: $4,300

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.

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 covered in this Report
Interaction Analytics Vendor Directory

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Interaction Analytics Defined
- 4.1 Historical and Real-Time Interaction Analytics
Interaction Analytics Trends and Challenges
- 5.1 Interaction Analytics Trends
- 5.2 Interaction Analytics Challenges
Interaction Analytics Market Innovation
- 6.1 New Product Features
- 6.2 Emerging Capabilities
Understanding the CX from the Source
- 7.1 Emotion Detection/Sentiment Analysis
Real-Time Guidance
- 8.1 Virtual Assistant
AQM: Raising the Bar on Quality Management
Operationalizing IA Throughout the Enterprise
- 10.1 Interaction Analytics in the Enterprise
Interaction Analytics Market Activity Analysis
Interaction Analytics Market Projections
Interaction Analytics Competitive Landscape
- 13.1 Company Snapshot
IA Product Offering and Functional Analysis
- 14.1 Interaction Analytics Product Offerings
- 14.2 AI, Machine Learning and Automation
- 14.3 Transcription
- 14.4 Security and Compliance
- 14.5 System Administration/Configuration
- 14.6 Business Intelligence, Reporting and Dashboards
Implementation and ROI Analysis
Pricing
- 16.1 250-Seat Premise-Based Solution
- 16.2 250-Seat Cloud-Based Solution
Interaction Analytics Vendor Satisfaction 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: IA Product Capabilities
  - 17.2.1 Interaction Analytics Product Capabilities Satisfaction, by Category and Customer
- 17.3 Summary of Survey Findings and Analysis: IA Effectiveness Categories
  - 17.3.1 Interaction Analytics Product Effectiveness Satisfaction, by Category and Customer
- 17.4 Customer Background and Insights
  - 17.4.1 Business Units Using Interaction Analytics Findings
  - 17.4.2 Top 3 – 5 Interaction Analytics Benefits
  - 17.4.3 Top 3 – 5 Interaction Analytics Challenges
  - 17.4.4 Additional Comments
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

Appendix: Interaction Analytics Vendor Directory

Table of Figures

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: IA Trends
Figure 4: IA Challenges
Figure 5: New Product Features, by Vendor
Figure 6: Future Enhancements, by Category
Figure 7: Top Contact Center Priorities for 2022
Figure 8.1 Using Interaction Analytics to Improve the CX
Figure 8.2 Using Interaction Analytics to Improve the CX
Figure 9.1 Emotion Detection and Sentiment Analysis
Figure 9.2 Emotion Detection and Sentiment Analysis
Figure 10: Real-Time Guidance in Action
Figure 11.1 Real-Time Guidance/Next Best Action
Figure 11.2 Real-Time Guidance/Next Best Action
Figure 12: Virtual Assistant
Figure 13: Analytics-Enabled Quality Management
Figure 14.1 Analytics-Enabled Quality Management
Figure 14.2 Analytics-Enabled Quality Management
Figure 15.1 Operationalizing IA
Figure 15.2 Operationalizing IA
Figure 16.1 Enterprise IA
Figure 16.2 Enterprise IA
Figure 17: Interaction Analytics Market Activity, as of May 31, 2022
Figure 18: Interaction Analytics Market Share Based on Seats, as of May 2022
Figure 19: Interaction Analytics Customers and Seats by Vendor, 2021 vs. 2020
Figure 20: Interaction Analytics Customer Trends by Vendor, 2015 – 2021
Figure 21: Interaction Analytics Customer Trends by Vendor, 2015 – 2021
Figure 22: Interaction Analytics Seat Trends by Vendor, 2015 – 2021
Figure 23: Interaction Analytics Seat Trends by Vendor, 2015 – 2021
Figure 24: Interaction Analytics Market Growth Rate Projections Based on Seats, 2022 – 2026
Figure 25: IA Competitive Landscape
Figure 26.1 Company Information, as of May 31, 2022
Figure 26.2 Company Information, as of May 31, 2022
Figure 27: Product Information
Figure 28: Artificial Intelligence, Machine Learning and Automation
Figure 29: Transcription at Work
Figure 30.1 Transcription
Figure 30.2 Transcription
Figure 31.1 Security and Compliance
Figure 31.2 Security and Compliance
Figure 32.1 System Administration/Configuration
Figure 32.2 System Administration/Configuration
Figure 33.1 Business Intelligence, Reporting and Dashboards
Figure 33.2 Business Intelligence, Reporting and Dashboards
Figure 34.1 Implementation and Payback Analysis
Figure 34.2 Implementation and Payback Analysis
Figure 35: Pricing for a 250-Seat Premise-Based Solution
Figure 36: Pricing for a 250-Seat Cloud-Based Solution
Figure 37: Customer Survey Rating Categories
Figure 38: Average Vendor Satisfaction Ratings, by Category
Figure 39: Product Satisfaction Ratings, by Customer
Figure 40: Implementation Satisfaction Ratings, by Customer
Figure 41: Training/Workshops Satisfaction Ratings, by Customer
Figure 42: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 43: Professional Services Satisfaction Ratings, by Customer
Figure 44: Product Innovation Satisfaction Ratings, by Customer
Figure 45: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 46: Vendor Communication Satisfaction Ratings, by Customer
Figure 47: Pricing Satisfaction Ratings, by Customer
Figure 48: Overall Vendor Satisfaction Ratings, by Customer
Figure 49: Average Interaction Analytics Product Capabilities Satisfaction Ratings, by Category
Figure 50: Omni-Channel Satisfaction Ratings, by Customer
Figure 51: Transcription Satisfaction Ratings, by Customer
Figure 52: Automated Discovery and Root Cause Analysis Satisfaction Ratings, by Customer
Figure 53: Accuracy and Tuning Capabilities Satisfaction Ratings, by Customer
Figure 54: Emotion Detection Satisfaction Ratings, by Customer
Figure 55: Sentiment Analysis Satisfaction Ratings, by Customer
Figure 56: Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 57: Artificial Intelligence and Machine Learning Capabilities Satisfaction Ratings, by Customer
Figure 58: Average Interaction Analytics Product Effectiveness Satisfaction Ratings, by Category
Figure 59: Ability to Identify Customer Intents Satisfaction Ratings, by Customer
Figure 60: Ability to Deliver Real-Time Context-Based Agent Guidance Satisfaction Ratings, by Customer
Figure 61: Ability to Deliver Real-Time Next-Best Action Recommendations Satisfaction Ratings, by Customer
Figure 62: Ability to Automate Post-Interaction Wrap-Up and Follow-Up Activities Satisfaction Ratings, by Customer
Figure 63: Ability to Actively and Passively Capture the Voice of the Customer Satisfaction Ratings, by Customer
Figure 64: Ability to Support Analytics-Enabled Quality Management (AQM) Satisfaction Ratings, by Customer
Figure 65: Ability to Provide Visibility into Work-at-Home/Remote Agent Performance Satisfaction Ratings, by Customer
Figure 66: Ability to Improve the Customer Experience (CX) Satisfaction Ratings, by Customer
Figure 67: Ability to Improve the Employee Experience (EX) Satisfaction Ratings, by Customer
Figure 68: Business Units Using the Findings from IA
Figure 69: Top 3 – 5 IA Benefits
Figure 70: Top 3 – 5 Challenges of your IA Solution
Figure 71: Additional Comments about your Experience with the Vendor and/or Product.

2022-2023 Interaction Analytics for the Enterprise Report

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