Redefining Contact Center Analytics

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This market insight discusses the various sub-sectors of contact center analytics, namely - performance analytics, speech analytics, enterprise analytics, customer interaction analytics, etc. It explores some of the main use cases of contact center analytics and the business benefits that can be derived from those use cases. Various vendor approaches to contact center analytics are discussed, and strategic planning recommendations for contact center organizations are presented.

Table of Contents

Redefining Contact Center AnalyticsRedefining Contact Center Analytics SystemsIntroductionHistorical Biases in the Use of "Analytics"Defining Contact Center Analytics and Its Sub-CategoriesCharacteristics of Performance Analytics SystemsCharacteristics of Customer Interaction Analytics SystemsOther Forms of Analytics and Where They StandContact Center Use CasesVendor LandscapeBest Practices for Contact Centers

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