Contact Center Solutions Featured Article

A Big Decision for a Big Purchase: Big Data Analytics in Customer-Facing Functions

January 16, 2014

The average business today generates enormous amount of data, whether they want to or not. It’s in the contact center, it’s from the sales teams, and it’s from the marketing department. It comes from help desks, advertising, brick-and-mortar floors and even from manufacturing facilities. For many companies, it’s a burden. It’s a mish-mash of disjointed, disconnected and unstructured data that sits on networks and databanks, in recording solutions and in e-mail systems.

More forward-thinking companies are treating these heaps of data as diamonds in the rough. The information is valuable IF a company can make sense of it all. It can reflect a company’s performance historically as well as today – in this moment – and it can help make predictions for the future. It can also help companies adjust their business processes to improve efficiency and boost bottom lines.

While the contact center is one of the places that first began using analytics, the need for “big data” solutions are enterprise-wide today, particularly in customer-facing functions. Every business is actively engaging with their customers every day, whether in the form of helping choose and appropriate product or in a less active capacity, such as hosting a Facebook (News - Alert) fan page. But, because of this constant engagement, every business should also consider itself as a contact center, which means they should also understand how they can improve their customers’ experiences.

There are many options when it comes to managing, manipulating and using “big data” today. Some are very targeted, others are very multichannel, and there are an almost unlimited number of ways companies can deploy them. Not every company’s business need is the same, and organizations should be very careful how they purchase an analytics solution to help them use this raw data and turn it into valuable intelligence. The data is valuable, but businesses need to understand how to extract that value in a way that works best for their organization.

At the upcoming ITEXPO (News - Alert) to be held in Miami, Fla., a session entitled, “The Relationship Between Big Data and Customer Experience,” will be held on Thurs. Jan. 30 at 12:30 p.m. EST featuring speaker Brian Sadowski of Apriva and moderator Jon Arnold (News - Alert) – who will help attendees understand what data is available from existing customer interactions and experiences, how to best decipher it, and how to relate it to real business objectives and processes to improve the customer experience. The.  




Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!