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

Redefining Contact Center Analytics

  • Research Code : 9857-00-2E-00-00
  • SKU : IT00129-NA-MR_01123
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  • Release Date : 18-Apr-2013
  • Region : North America
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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.

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