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Big Data Applications in the Contact Center: Opportunities and Challenges

Untapped Sources of Data Promise Hyper Intelligence for Customer Service

  • Research Code : 9857-00-4A-00-00
  • SKU : IT00153-NA-MR_01147
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  • Release Date : 22-Jan-2014
  • Region : North America
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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).

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