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
22-Jan-2014
REGION
North America
North America
Research Code: 9857-00-4A-00-00
SKU: IT00153-NA-MR_01147
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT00153-NA-MR_01147
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
Popular Topics
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).
No Index | No |
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Podcast | No |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | 9857-00-4A-00-00 |
Is Prebook | No |