2022-2023 Interaction Analytics for the Enterprise Report

Published September 19, 2022

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
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Interaction Analytics Defined
    • 4.1 Historical and Real-Time Interaction Analytics
  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 Emerging Capabilities
  7. Understanding the CX from the Source
    • 7.1 Emotion Detection/Sentiment Analysis
  8. Real-Time Guidance
    • 8.1 Virtual Assistant
  9. AQM: Raising the Bar on Quality Management
  10. Operationalizing IA Throughout the Enterprise
    • 10.1 Interaction Analytics in the Enterprise
  11. Interaction Analytics Market Activity Analysis
  12. Interaction Analytics Market Projections
  13. Interaction Analytics Competitive Landscape
    • 13.1 Company Snapshot
  14. 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
  15. Implementation and ROI Analysis
  16. Pricing
    • 16.1 250-Seat Premise-Based Solution
    • 16.2 250-Seat Cloud-Based Solution
  17. 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
  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

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.
Have a question about this report?