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
REGION
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

$1,500.00

$1,125.00 save 25 %

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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
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.
More Information
No Index Yes
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-2E-00-00
Is Prebook No