|By PR Newswire||
|February 17, 2014 10:02 AM EST||
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
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).
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
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
Contact Clare: [email protected]
Intl: +1 339-368-6001
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
Apr. 30, 2016 10:00 PM EDT Reads: 1,055
In his session at @ThingsExpo, Chris Klein, CEO and Co-founder of Rachio, will discuss next generation communities that are using IoT to create more sustainable, intelligent communities. One example is Sterling Ranch, a 10,000 home development that – with the help of Siemens – will integrate IoT technology into the community to provide residents with energy and water savings as well as intelligent security. Everything from stop lights to sprinkler systems to building infrastructures will run ef...
Apr. 30, 2016 05:30 PM EDT Reads: 698
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus inter...
Apr. 30, 2016 04:45 PM EDT Reads: 1,010
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Apr. 30, 2016 04:45 PM EDT Reads: 606
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Apr. 30, 2016 04:45 PM EDT Reads: 1,049
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, will discuss how research has demonstrated the value of Machine Learning in delivering next generation analytics to im...
Apr. 30, 2016 04:15 PM EDT Reads: 1,664
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
Apr. 30, 2016 03:15 PM EDT Reads: 741
This is not a small hotel event. It is also not a big vendor party where politicians and entertainers are more important than real content. This is Cloud Expo, the world's longest-running conference and exhibition focused on Cloud Computing and all that it entails. If you want serious presentations and valuable insight about Cloud Computing for three straight days, then register now for Cloud Expo.
Apr. 30, 2016 02:30 PM EDT Reads: 1,703
IoT device adoption is growing at staggering rates, and with it comes opportunity for developers to meet consumer demand for an ever more connected world. Wireless communication is the key part of the encompassing components of any IoT device. Wireless connectivity enhances the device utility at the expense of ease of use and deployment challenges. Since connectivity is fundamental for IoT device development, engineers must understand how to overcome the hurdles inherent in incorporating multipl...
Apr. 30, 2016 02:15 PM EDT Reads: 1,449
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
Apr. 30, 2016 01:15 PM EDT Reads: 656
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Apr. 30, 2016 01:15 PM EDT Reads: 1,527
Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified – now it's a component-based well-performing framework. This immersive one-day workshop at 18th Cloud Expo, led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and the product company SuranceBay, will provide you with everything you wanted to know about Angular 2.
Apr. 30, 2016 12:45 PM EDT Reads: 1,696
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Apr. 30, 2016 12:00 PM EDT Reads: 2,289
You deployed your app with the Bluemix PaaS and it's gaining some serious traction, so it's time to make some tweaks. Did you design your application in a way that it can scale in the cloud? Were you even thinking about the cloud when you built the app? If not, chances are your app is going to break. Check out this webcast to learn various techniques for designing applications that will scale successfully in Bluemix, for the confidence you need to take your apps to the next level and beyond.
Apr. 30, 2016 11:30 AM EDT Reads: 1,465
We’ve worked with dozens of early adopters across numerous industries and will debunk common misperceptions, which starts with understanding that many of the connected products we’ll use over the next 5 years are already products, they’re just not yet connected. With an IoT product, time-in-market provides much more essential feedback than ever before. Innovation comes from what you do with the data that the connected product provides in order to enhance the customer experience and optimize busi...
Apr. 30, 2016 11:15 AM EDT Reads: 883
Increasing IoT connectivity is forcing enterprises to find elegant solutions to organize and visualize all incoming data from these connected devices with re-configurable dashboard widgets to effectively allow rapid decision-making for everything from immediate actions in tactical situations to strategic analysis and reporting. In his session at 18th Cloud Expo, Shikhir Singh, Senior Developer Relations Manager at Sencha, will discuss how to create HTML5 dashboards that interact with IoT devic...
Apr. 30, 2016 11:00 AM EDT Reads: 913
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...
Apr. 30, 2016 11:00 AM EDT Reads: 881
SYS-CON Events announced today that Ericsson has been named “Gold Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Some 40 percent of global mobile traffic runs through networks we have supplied. More than 1 billion subscribers around the world re...
Apr. 30, 2016 11:00 AM EDT Reads: 865
Digital payments using wearable devices such as smart watches, fitness trackers, and payment wristbands are an increasing area of focus for industry participants, and consumer acceptance from early trials and deployments has encouraged some of the biggest names in technology and banking to continue their push to drive growth in this nascent market. Wearable payment systems may utilize near field communication (NFC), radio frequency identification (RFID), or quick response (QR) codes and barcodes...
Apr. 30, 2016 10:00 AM EDT Reads: 703
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including cloud...
Apr. 30, 2016 09:45 AM EDT Reads: 2,553