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2024-2025 Conversation Analytics for the Digital Era

Published July 1, 2024
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Price: $4,500

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DMG Consulting LLC’s Conversation Analytics for the Digital Era report includes detailed RFP questions and answers to provide the comparisons that contact center and IT leaders need to help them select the application and vendor that’s right for them.

DMG’s report features eight vendors – Calabrio, CallMiner, Five9, NICE, OnviSource, SESTEK, Verint, and Xdroid – that offer generative artificial intelligence (GenAI)-enhanced conversation analytics and related applications – real-time guidance (RTG), automated quality management (AQM), transcription, and automated post-interaction summarization – as part of a broader workforce engagement management (WEM)/customer experience (CX) offering, or as a best-of-breed solution. The Report also analyzes four vendors who offer standalone conversation analytics-related applications: Cresta, evaluagent, Observe.AI, and Quark.ai.

Side-by-side analyses of 140+ RFP questions and vendor responses enable end-users seeking a conversation analytics suite or related application to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.) Check out two example RFP questions and vendor answers to see the value and detailed comparisons DMG’s Conversation Analytics for the Digital Era report delivers.

The report’s side-by-side analyses compare a wide range of information, including:

  • AI and GenAI technologies leveraged and how they’re used
  • Channels and languages supported
  • Query creation and optimization capabilities
  • Search, root cause analysis, discovery, trends, and issue identification
  • Sentiment analysis and emotion detection
  • AQM capabilities
  • RTG application details
  • Automated post-interaction summarization creation
  • Regulatory compliance features
  • Business intelligence, dashboards, and reporting environments
  • Packaged offerings
  • Pricing
  • And much more…

Use DMG’s Conversation Analytics for the Digital Era as your RFP to select the best conversation analytics solution and partner for your organization. DMG can also help you identify the three best vendors to meet your conversation analytics needs or even run your technology selection process for you. Contact us to learn more!

Check out two example RFP questions and vendor answers
  • Conversation analytics explained, top uses for historical and real-time conversation analytics, and a high-level overview of the key functional capabilities in the eight featured solutions
  • Market, business, and technology trends and challenges driving product innovations and influencing enterprise investments
  • Recently released vendor innovations, features, and functionality enhancements and near-term updates planned for the next 12 – 18 months
  • Insightful discussion on how AI is transforming conversation analytics into innovative business intelligence offerings that deliver critical insights into customer effort, sentiment, and satisfaction, while changing and elevating the role of agents
  • Explanation of how AQM solutions deliver a comprehensive omnichannel approach to QM and improving agent coaching, performance, and engagement
  • Discussion of how RTG solutions are transforming the employee experience (EX) and elevating the CX while delivering quantifiable benefits in service, sales, and collections environments
  • Why transcription is being leveraged for a wide variety of use cases to improve insights, operationalize conversation analytics findings, and enhance the CX and EX
  • How automated post-interaction summarization is drastically reducing agent wrap-up time, improving disposition and documentation accuracy, and benefitting agents
  • Advantages of embedding conversation analytics into other systems to improve their insights and operationalize the findings more broadly throughout the enterprise
  • Market activity, market share analysis, and five-year projections
  • Review and assessment of the conversation analytics competitive landscape, including high-level company information and product overview of the core and optional modules offered in the eight featured conversation analytics solutions
  • Pricing comparison and analysis for a 250-seat cloud-based conversation analytics implementation, plus incremental costs (if applicable) for real-time conversation analytics, RTG, AQM, transcription, and automated post-interaction summarization
  • Detailed company reports for the 12 featured vendors offering conversation analytics, RTG, AQM, transcription, and automated post-interaction summarization, analyzing their products, functionality, and future product development plans
  • Conversation analytics vendor directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Conversation Analytics Defined
    • 4.1 Historical Conversation Analytics
    • 4.2 Real-time Conversation Analytics
    • 4.3 High-Level Functional Capabilities
  5. Conversation Analytics Trends and Challenges
    • 5.1 Conversation Analytics Trends
    • 5.2 Conversation Analytics Challenges
  6. Conversation Analytics Market Innovation
    • 6.1 New Features
    • 6.2 Emerging Capabilities
  7. AI Supercharges Conversation Analytics
    • 7.1 Generative AI
    • 7.2 Emotion Detection and Sentiment Analysis
  8. AQM: Achieving More with Less
  9. Real-Time Guidance: Automating Excellence and Driving Successful Outcomes
  10. Transcription
  11. Automated Post-Interaction Summarization
  12. Extending the Benefits of Conversation Analytics in the Enterprise
  13. Business Intelligence and Analytics
  14. Conversation Analytics Market Activity Analysis
  15. Conversation Analytics Market Projections
  16. Conversation Analytics Competitive Landscape
    • 16.1 Company Snapshot
    • 16.2 Product Information
  17. Conversation Analytics Pricing
    • 17.1 Conversation Analytics Cloud-Based Pricing
  18. Company Reports
    • 18.1 Calabrio
    • 18.2 CallMiner, Inc.
    • 18.3 Cresta
    • 18.4 evaluagent
    • 18.5 Five9, Inc.
    • 18.6 NICE
    • 18.7 Observe.AI
    • 18.8 OnviSource
    • 18.9 Quark.ai
    • 18.10 SESTEK
    • 18.11 Verint Systems
    • 18.12 Xdroid

Appendix: Conversation Analytics Vendor Directory

Table of Figures

  • Figure 1: Historical and Real-Time Conversation Analytics Solutions
  • Figure 2.1: Interaction Analytics Fundamentals
  • Figure 2.2: Interaction Analytics Fundamentals
  • Figure 3: 2024 Conversation Analytics Trends
  • Figure 4: 2024 Conversation Analytics Challenges
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7: AI-Enabled Conversation Analytics Applications Up the Game
  • Figure 8: Conversation Analytics-Related Use Cases for Generative AI
  • Figure 9: AI and Generative AI Technologies for Conversation Analytics..
  • Figure 10: Sentiment Analysis/Emotion Detection
  • Figure 11: AQM Provides Employee and Customer Analytics
  • Figure 12.1: Analytics-Enabled Quality Management (AQM)
  • Figure 12.2: Analytics-Enabled Quality Management (AQM)
  • Figure 13: Real-Time Guidance in Action
  • Figure 14.1: Real-Time Guidance (RTG) Capabilities
  • Figure 14.2: Real-Time Guidance (RTG) Capabilities
  • Figure 15.1: Transcription
  • Figure 15.2: Transcription
  • Figure 16: Automated Post-Interaction Summarization
  • Figure 17.1: Post-Interaction Summarization
  • Figure 17.2: Post-Interaction Summarization
  • Figure 18.1: IA Improves the Output of Third-Party Systems and Applications
  • Figure 18.2: IA Improves the Output of Third-Party Systems and Applications
  • Figure 19.1: Business Intelligence, Reporting, and Dashboards
  • Figure 19.2: Business Intelligence, Reporting, and Dashboards
  • Figure 20: Conversation Analytics Market Activity, as of December 31, 2023
  • Figure 21: Conversation Analytics Market Share Based on Seats, as of December 31, 2023
  • Figure 22: Conversation Analytics Customers and Seats by Vendor, 2023 vs. 2022
  • Figure 23: Conversation Analytics Customer Trends by Vendor, 2017 – 2023
  • Figure 24: Conversation Analytics Customer Trends by Vendor, 2017 – 2023
  • Figure 25: Conversation Analytics Seat Trends by Vendor, 2017 – 2023..
  • Figure 26: Conversation Analytics Seat Trends by Vendor, 2017 – 2023..
  • Figure 27: Conversation Analytics Market Growth Projections Based on Seats, 2024 – 2028
  • Figure 28: Conversation Analytics Competitive Landscape
  • Figure 29.1: Company Information as of December 31, 2023
  • Figure 29.2: Company Information as of December 31, 2023
  • Figure 30: Product Information
  • Figure 31: Pricing for a 250-Seat Cloud-Based Conversation Analytics and Related Applications Solution
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