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

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
05/27/2015

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!