End-to-end AnalyticsThe Holy Grail of Contact Center Analytics
End-to-end AnalyticsThe Holy Grail of Contact Center Analytics
Redefining Contact Center Analytics
RELEASE DATE
18-Apr-2013
18-Apr-2013
REGION
North America
North America
Research Code: 9857-00-2E-00-00
SKU: IT00129-NA-MR_01123
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT00129-NA-MR_01123
Description
Companies continue to consolidate data from disparate enterprise and contact center applications and systems with the goal of improving agent performance. Still, end-to-end analytics capturing the entire customer experience remains elusive. Indeed, the majority of contact centers are not harnessing all the data sources available to them. This market insight provides a picture of where the contact center analytics journey stands and where it is headed.
Table of Contents
Executive Summary
State of the Industry
Results
Examples of Vendor Approaches to End-to-End Reporting
Conclusions
Related Research
Popular Topics
Companies continue to consolidate data from disparate enterprise and contact center applications and systems with the goal of improving agent performance. Still, end-to-end analytics capturing the entire customer experience remains elusive. Indeed, the majority of contact centers are not harnessing all the data sources available to them. This market insight provides a picture of where the contact center analytics journey stands and where it is headed.
No Index | Yes |
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Podcast | No |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | 9857-00-2E-00-00 |
Is Prebook | No |