End-to-end AnalyticsThe Holy Grail of Contact Center Analytics

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.