Digital Interaction Intelligence Products – Technology Provider Compendium 2024

Digital Interaction Intelligence (DII) improves operational efficiency, enhances employee experience, boosts workforce productivity, and accelerates organizations’ digital transformation journeys. It is a fact-based, technology-driven approach to understanding user interactions, gaining traction in various industries across geographies. In response, DII technology providers are enhancing their product capabilities and functionalities. Enterprises must select the right-fit DII technology providers that suit their needs.

This compendium provides accurate, comprehensive, and fact-based snapshots of 19 DII technology providers’ offerings and capabilities. Each provider profile includes the company overview, recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features and functionalities, key enhancements, and capabilities. The report will enable buyers to select the best-fit provider for their needs.

Scope

• All industries and geographies
• DII software products sold on license, irrespective of any ongoing business or IT process outsourcing or managed services
• This report is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading DII technology providers, client reference checks, and an ongoing analysis of the DII market

Contents

In this report, we:

• Examine the company and product overview
• Analyze recent deals, partnerships, and announcements
• Evaluate market adoption and client portfolio mix
• Assess product features, functionalities, and key enhancements
• Measure providers’ capabilities across PEAK Matrix^® dimensions

Membership(s)

Service Optimization Technologies (SOT)

Sourcing and Vendor Management