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Customer Experience Opportunities: Buyer Needs for Customer Care Analytics

Customer Experience Opportunities: Buyer Needs for Customer Care Analytics

This IDC Insight discusses recent demand-side survey data involving BPO buyers' needs for analytics services as they relate to customer care BPO.

Please Note: Extended description available upon request.


IDC Opinion
In This Insight
Situation Overview
Buyer Requirements
Future Outlook
Advice for Providers
Figure: Analytics Bundled with Customer Care BPO
Figure: Most Significant Analytics Drivers: Overall Versus Customer Care
Figure: Critical Business Processes for Analytics: Today Versus the Next Two to Three Years
Figure: Impact of Social Media by Company Size
Figure: Success Factors for Analytics Services

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