Evaluating call center software vendors with real-time analytics tools
What's your opinion about Siebel or SAP for real-time analytics? Which is a
better analytics software? Are these the best call center software vendors for this area of
analytics, or are there other vendors you can add to the list?
This depends on your definition of real-time analytics and where and how you plan to use the
application. Today, real-time analytics describes a rather broad category of call center
applications that generally function in near-real time, not actual real time. Many applications
vendors large and small provide near-real-time analytics. For example, most
call center speech analytics applications provide data on a next-day basis, but fall into the
real-time analytics category. Speech analytics products are available from stand-alone vendors like
CallMiner, Nexidia and UTOPY, Inc.. They are also available from QM/recording (also known as
workforce optimization) vendors – like etalk, iSense, NICE Systems, Verint Systems Inc.,
VirtualLogger, VPI ( Voice Print International, Inc.) and Witness Systems, Inc.. SER Solutions,
Inc. also provides a speech analytics solution. iSense provides analytics on a real-time basis.
For more traditional analytics, where Siebel/Oracle and SAP come into play, there are many other
applications. Oracle purchased a vendor called Sigma Dynamics in 2006 that had an application that
was able to provide information in real time. It was designed by a number of the same people who
built Epiphany's real-time analytics product. There are also real-time analytics products from
smaller companies, such as Island Data Corporation. This product does an excellent job of finding
the meaning in unstructured inputs from free-form surveys, newsfeeds, blogs, etc.
I suggest that you take a look at my recently-released book, The Real-Time
Contact Center. There is a free chapter
download available on SearchCRM.com, or you can buy the entire text on Amazon.com.
Chapter 9, called "Real-Time Analytics," provides a great deal of information about this market and
the call center software vendors who offer these applications.
This was first published in January 2007