Welcome!

Web 2.0 Authors: Greg Ness, Elizabeth White, AppDynamics Blog, David H Deans, Trevor Parsons

News Feed Item

Big Data Applications in the Contact Center: Opportunities and Challenges

NEW YORK, Feb. 17, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Big Data Applications in the Contact Center:  Opportunities and Challenges
http://www.reportlinker.com/p02000247/Big-Data-Applications-in-the-Contact-Center- Opportunities-and-Challenges.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

Untapped Sources of Data Promise Hyper Intelligence for Customer Service

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data an emerging contact center trend or just so much "market-speak"? This market insight explores the challenges and opportunities inherent to Big Data when considered as information overlay to Customer Interaction Analytics (CIA).

Definition

Frost & Sullivan's Stratecast Growth Partnership Program, Big Data & Analytics, helps companies of all types navigate this key topic. The practice defines the Big Data phenomenon in the following manner:
Volumes of data so large and moving at such a high velocity that it is difficult or impossible to work with using traditional database management tools. Big Data represents the collective and exponential growth of both structured and unstructured data, from every imaginable digital source, including data logs, pictures, audio, and video. The size and scope of the data being generated each day has surpassed the capabilities of traditional enterprise systems to capture and process.

Frost & Sullivan also notes that by its very nature, Big Data defies the efficient data processing and management of relational databases. Instead, "parallel processing," in which hundreds or even thousands of individual CPUs simultaneously process a portion of the dataset, is used to quickly and effectively turn this unruly mass of data into usable information. While Big Data was originally directed at scientific endeavors such as genome sequencing and meteorological forecasting, recently similar approaches have been applied to other realms as well, including improving the Customer Experience in markets such as retail and telecommunications.

Frost & Sullivan's Stratecast group also points out that:
Big Data is also about data complexity—and how an organization mitigates and manages that complexity. Stratecast defines Big Data as a series of capabilities and processes that centralize the management of diverse datasets across a distributed and large-scale data system. The term "Big Data" refers to the complexity of the data and the queries designed to extract information from it.

Big Data can be aggregated from a plethora of sources, including:
• Social networks, such as Facebook, Google, LinkedIn, YouTube, and others
• Corporate documents
• Sensors, such as Radio Frequency Identification (RFID) tags on physical assets, or motion sensors to detect movement on toll bridges or turnstiles, or GPS on smartphones, or location-based technologies
• Instrumented machinery
• Population Census data
• Web interactions, such as clickstream data, web page hits, and search indices
• Customer data within vertical markets, such as financial or medical records
• Video, such as surveillance footage or in-store cameras
• Geographic, psychographic, or demographic data

In essence, these categories represent just some of the possible sources of data currently being tapped to gain information about customers. And while businesses such as Communications Services Providers (CSPs) and large retailers are using Big Data to gain more intelligence about customers—and honing supply chains and marketing programs as a result—the contact center also is paying attention to the benefits that Big Data can bring when it comes to the Customer Experience.

The Promise of Big Data as it Applies to Customer Contact

Big Data projects cut across all industries and are being used to do myriad things including enhance forecasting models, contribute to product design, or determine consumer buying patterns, and it's now being looked at as a way to enhance the customer service industry as well. Big Data—in all its variety of sources, volume, and velocity at which it arrives and must be acted on—can augment the transaction history of a customer journey.

But handling Big Data also demands a different set of rules than more traditional contact center data sets. Some data, such as trending topics on social networks, has fleeting value. Dynamic and unpredictable occurrences, such as a flare-up of activity about a company, product or service, means that running structured, planned reports as with other contact center data requires a different level of data storage and tools. However, when combined with more traditional data sources used in the contact center (such as CRM, WFM, IVR, and ACD statistics) Big Data can bring a new level of customer insight, and help drive real-time decisions on customer handling and workflow.

Over the past decade the focus has been on the customer journey and how to improve it. Traditional contact center metrics provide visibility from a macro customer journey level down to individual input on a single channel (events). Contact center analysts and supervisors can drill down and see which DTMF inputs are done in a single transaction in an IVR system, or go a level higher to see at which point the customer got frustrated and "zeroed out" to an agent (transaction). They can see what happened between agents and the customer (interaction) and tie those interactions together to see how the whole issue was resolved (engagement). This type of data allows companies to gain intelligence on a number of fronts, including:
• Understanding what the customer wants
• Finding out where there are breakpoints between systems and contact channels (for instance, did the customer opt out to an agent because the IVR is poorly implemented, or because they needed something more than self-service could provide?)
• Understanding which agents are the best performing and which need training
• Determining which contacts are being handled the first time, and if not, what needs to be improved

Table of Contents

1 | BIG DATA APPLICATIONS IN THE CONTACT CENTER: OPPORTUNITIES AND CHALLENGES

Untapped Sources of Data Promise Hyper Intelligence for Customer Service
1. Definition
2. The Promise of Big Data as it Applies to Customer Contact
3. Use of Big Data in the Contact Center
4. Big Data in Action: TalkTalk and Nexidia
5. Big Data Challenges
6. Separating the Wheat from the Chaff: Big Data Tools
7. Regional Spread
8. Summary and Recommendations



To order this report: Big Data Applications in the Contact Center:  Opportunities and Challenges
http://www.reportlinker.com/p02000247/Big-Data-Applications-in-the-Contact-Center- Opportunities-and-Challenges.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

Contact Clare: [email protected]
US: (339)-368-6001
Intl: +1 339-368-6001

 

SOURCE Reportlinker

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
The BPM world is going through some evolution or changes where traditional business process management solutions really have nowhere to go in terms of development of the road map. In this demo at 15th Cloud Expo, Kyle Hansen, Director of Professional Services at AgilePoint, shows AgilePoint’s unique approach to dealing with this market circumstance by developing a rapid application composition or development framework.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas.
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data a...
"BSQUARE is in the business of selling software solutions for smart connected devices. It's obvious that IoT has moved from being a technology to being a fundamental part of business, and in the last 18 months people have said let's figure out how to do it and let's put some focus on it, " explained Dave Wagstaff, VP & Chief Architect, at BSQUARE Corporation, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com), moderated by Ashar Baig, Research Director, Cloud, at Gigaom Research, Nate Gordon, Director of T...
SYS-CON Events announced today that IDenticard will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. IDenticard™ is the security division of Brady Corp (NYSE: BRC), a $1.5 billion manufacturer of identification products. We have small-company values with the strength and stability of a major corporation. IDenticard offers local sales, support and service to our customers across the United States and Canada. Our partner network encompasses some 300 of the world's leading systems integrators and security s...

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's platform-as-a-service. The new platform enables developers to build ap...

“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
DevOps Summit 2015 New York, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential.
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Nigeria has the largest economy in Africa, at more than US$500 billion, and ranks 23rd in the world. A recent re-evaluation of Nigeria's true economic size doubled the previous estimate, and brought it well ahead of South Africa, which is a member (unlike Nigeria) of the G20 club for political as well as economic reasons. Nigeria's economy can be said to be quite diverse from one point of view, but heavily dependent on oil and gas at the same time. Oil and natural gas account for about 15% of Nigera's overall economy, but traditionally represent more than 90% of the country's exports and as...
The Internet of Things is a misnomer. That implies that everything is on the Internet, and that simply should not be - especially for things that are blurring the line between medical devices that stimulate like a pacemaker and quantified self-sensors like a pedometer or pulse tracker. The mesh of things that we manage must be segmented into zones of trust for sensing data, transmitting data, receiving command and control administrative changes, and peer-to-peer mesh messaging. In his session at @ThingsExpo, Ryan Bagnulo, Solution Architect / Software Engineer at SOA Software, focused on desi...
"At our booth we are showing how to provide trust in the Internet of Things. Trust is where everything starts to become secure and trustworthy. Now with the scaling of the Internet of Things it becomes an interesting question – I've heard numbers from 200 billion devices next year up to a trillion in the next 10 to 15 years," explained Johannes Lintzen, Vice President of Sales at Utimaco, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
"For over 25 years we have been working with a lot of enterprise customers and we have seen how companies create applications. And now that we have moved to cloud computing, mobile, social and the Internet of Things, we see that the market needs a new way of creating applications," stated Jesse Shiah, CEO, President and Co-Founder of AgilePoint Inc., in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Gridstore™, the leader in hyper-converged infrastructure purpose-built to optimize Microsoft workloads, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Gridstore™ is the leader in hyper-converged infrastructure purpose-built for Microsoft workloads and designed to accelerate applications in virtualized environments. Gridstore’s hyper-converged infrastructure is the industry’s first all flash version of HyperConverged Appliances that include both compute and storag...
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile devices as well as laptops and desktops using a visual drag-and-drop application – and eForms-buildi...
We certainly live in interesting technological times. And no more interesting than the current competing IoT standards for connectivity. Various standards bodies, approaches, and ecosystems are vying for mindshare and positioning for a competitive edge. It is clear that when the dust settles, we will have new protocols, evolved protocols, that will change the way we interact with devices and infrastructure. We will also have evolved web protocols, like HTTP/2, that will be changing the very core of our infrastructures. At the same time, we have old approaches made new again like micro-services...
Code Halos - aka "digital fingerprints" - are the key organizing principle to understand a) how dumb things become smart and b) how to monetize this dynamic. In his session at @ThingsExpo, Robert Brown, AVP, Center for the Future of Work at Cognizant Technology Solutions, outlined research, analysis and recommendations from his recently published book on this phenomena on the way leading edge organizations like GE and Disney are unlocking the Internet of Things opportunity and what steps your organization should be taking to position itself for the next platform of digital competition.
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
As the Internet of Things unfolds, mobile and wearable devices are blurring the line between physical and digital, integrating ever more closely with our interests, our routines, our daily lives. Contextual computing and smart, sensor-equipped spaces bring the potential to walk through a world that recognizes us and responds accordingly. We become continuous transmitters and receivers of data. In his session at @ThingsExpo, Andrew Bolwell, Director of Innovation for HP's Printing and Personal Systems Group, discussed how key attributes of mobile technology – touch input, sensors, social, and ...