Big Data Applications in the Contact Center: Opportunities and Challenges

Big Data Applications in the Contact Center: Opportunities and Challenges

Untapped Sources of Data Promise Hyper Intelligence for Customer Service

RELEASE DATE
22-Jan-2014
REGION
North America
Deliverable Type
Market Research
Research Code: 9857-00-4A-00-00
SKU: IT00153-NA-MR_01147
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SKU
IT00153-NA-MR_01147

$1,500.00

$1,125.00save 25 %

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Description

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data an emerging contact center trend or just so much “market-speak”? This market insight explores the challenges and opportunities inherent to Big Data when considered as information overlay to Customer Interaction Analytics (CIA).

Table of Contents

Definition

The Promise of Big Data as it Applies to Customer Contact

Use of Big Data in the Contact Center

Big Data in Action: TalkTalk and Nexidia

Big Data Challenges

Separating the Wheat from the Chaff: Big Data Tools

Regional Spread

Summary and Recommendations

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data an emerging contact center trend or just so much market-speak? This market insight explores the challenges and opportunities inherent to Big Data when considered as information overlay to Customer Interaction Analytics (CIA).
More Information
Deliverable Type Market Research
No Index No
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-4A-00-00
Is Prebook No