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The Contact Center is Rich with Data—Why Add More?

The Contact Center is Rich with Data—Why Add More?

The Big Data and Analytics market is diverse, with hundreds of solution providers in varying segments, but until recently the practical application of Big Data within customer contact was marginal at best. This is now changing as analytics is the fastest growing segment of customer contact, and the key driver in transforming the way companies engage with customers. This research highlights the potential for Big Data Analytics in the transformation of customer service.

  • Executive Summary
  • Introduction
  • Business Intelligence vs. Big Data: Foundational Definitions
  • Big Data: Variety, Volume, Velocity, and Veracity
  • Big Data-Why Now?
  • The Potential
    • Support Interaction Optimization
    • Speech and Text Analytics-Big Data before it was Big
    • Social Media Interactions
  • Pulling it All Together
  • Use Cases
    • Retail
    • Telecom
  • Contact Center Specific Benefits
    • Dynamic IVR and Routing
    • Dynamic Script Generation
    • Proactive Customer Care
      • Machine Learning
  • Getting to the Finish Line

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