Data analytics
311Verified suppliers
Built for
The challenge
Your organization is likely sitting on a goldmine of untapped customer data. Millions of interactions occur daily across voice, chat, email, and social media, yet much of this data remains unanalyzed, a "dark data" reservoir. Without data analytics, you are forced to rely on anecdotal evidence and incomplete reporting, missing critical insights into customer behavior, emerging trends, and compliance risks. This operational blindness leads to increased churn, missed revenue opportunities, and potential regulatory violations, hindering your ability to deliver exceptional customer experiences.
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56%
of customers churn without complaining about bad experiences
1-3%
of interactions are traditionally monitored by QA
$3T
globally at risk due to poor CX in 2025
The solution
Data analytics addresses your unique challenges through modern solutions and key capabilities.
Omnichannel ingestion
Ingest and analyze data from voice, email, chat, SMS, and social media to create a unified view of the customer journey.
High-fidelity transcription (ASR)
Convert audio into accurate text transcripts, even with industry-specific vocabulary and background noise.
Automated redaction (PCI/PII)
Automatically detect and redact sensitive data from transcripts and audio files to ensure compliance.
Keyword & phrase spotting
Flag specific terms or phrases to trigger immediate alerts for compliance issues or customer concerns.
Sentiment analysis
Categorize interactions as positive, neutral, or negative to understand customer and agent emotions.
Real-time agent guidance
Provide agents with real-time prompts and information based on the conversation, improving performance and compliance.
See how data analytics suppliers stack up
Our Palomarr Insights chart shows the full landscape of data analytics solutions.
- See how companies stack up against each other
- Get a detailed breakdown of each supplier
- Compare 311 suppliers
How to evaluate data analytics
1
Deployment & integration architecture
Distinguish between true cloud-native solutions and legacy software simply hosted in the cloud. Cloud-native solutions offer greater scalability and access to modern AI features.
2
Total cost of ownership (TCO)
Consider storage fees, tuning services, and potential overage charges to accurately assess the total cost of the solution.
3
Security & compliance
Verify third-party certification of redaction capabilities. Ensure the vendor supports Bring Your Own Key (BYOK) encryption and data sovereignty.
4
Vendor stability
Evaluate the vendor's R&D investment, particularly in Generative AI, to ensure they are keeping pace with market innovation.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Data analytics RFP guide- Can you demonstrate unsupervised topic discovery using our sample data in a live environment?
- What is your specific roadmap for compliance with the EU AI Act's prohibition on workplace emotion recognition?
- Do you charge for transcription by the minute, by the named user, or by the concurrent port, and is there a 'fair use' cap on unlimited plans?
- How do you handle 'tuning' of the language model-is this a self-service tool for us, or a managed service provided by you?