2024-2025 Conversation Analytics for the Digital Era
Published July 1, 2024
Conversation analytics has become an essential standalone application, as well as an important underlying technology building block. The introduction of generative artificial intelligence (GenAI) has greatly enhanced many aspects of these solutions, making them more valuable and useful for contact centers and enterprises.
GenAI is advancing the use and benefits of conversation analytics
DMG Consulting LLC’s Conversation Analytics for the Digital Era report focuses on contact center- and service-related uses of conversation analytics and four related applications: real-time guidance (RTG), analytics-enabled quality management (AQM), transcription, and automated post-interaction summarization. It also explains how AI and GenAI are being utilized throughout these solutions to improve their accuracy, enrich their output, and expand their application and benefits enterprise-wide. But this is just the beginning of the contributions that GenAI is making throughout the customer experience (CX) industry.
A comprehensive and respected resource
The 2024 – 2025 Conversation Analytics for the Digital Era report provides a detailed and insightful analysis of the conversation analytics market, competitive landscape, products, innovation, and pricing, as well as market and business trends and challenges. It examines recent market activity and provides five-year growth projections.
This edition of the report features eight vendors- Calabrio, CallMiner, Five9, NICE, OnviSource, SESTEK, Verint, and Xdroid- that offer conversation analytics and its related applications – RTG, AQM, transcription, and automated post-interaction summarization – as part of a broader workforce engagement management (WEM) offering or as a best-of-breed solution. The report also covers four vendors who offer conversation analytics-related applications as standalone solutions: Cresta, evaluagent, Observe.AI, and Quark.ai.
- 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
- Executive Summary
- Introduction
- DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
- Conversation Analytics Defined
- 4.1 Historical Conversation Analytics
- 4.2 Real-time Conversation Analytics
- 4.3 High-Level Functional Capabilities
- Conversation Analytics Trends and Challenges
- 5.1 Conversation Analytics Trends
- 5.2 Conversation Analytics Challenges
- Conversation Analytics Market Innovation
- 6.1 New Features
- 6.2 Emerging Capabilities
- AI Supercharges Conversation Analytics
- 7.1 Generative AI
- 7.2 Emotion Detection and Sentiment Analysis
- AQM: Achieving More with Less
- Real-Time Guidance: Automating Excellence and Driving Successful Outcomes
- Transcription
- Automated Post-Interaction Summarization
- Extending the Benefits of Conversation Analytics in the Enterprise
- Business Intelligence and Analytics
- Conversation Analytics Market Activity Analysis
- Conversation Analytics Market Projections
- Conversation Analytics Competitive Landscape
- 16.1 Company Snapshot
- 16.2 Product Information
- Conversation Analytics Pricing
- 17.1 Conversation Analytics Cloud-Based Pricing
- 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