Welcome!

Agile Computing Authors: Elizabeth White, Pat Romanski, Liz McMillan, John Basso, Kevin Benedict

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
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
There will be new vendors providing applications, middleware, and connected devices to support the thriving IoT ecosystem. This essentially means that electronic device manufacturers will also be in the software business. Many will be new to building embedded software or robust software. This creates an increased importance on software quality, particularly within the Industrial Internet of Things where business-critical applications are becoming dependent on products controlled by software. Qua...
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
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, discussed how research has demonstrated the value of Machine Learning in delivering next generation analytics to imp...
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develo...
SYS-CON Events announced today that MangoApps will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device.
The IETF draft standard for M2M certificates is a security solution specifically designed for the demanding needs of IoT/M2M applications. In his session at @ThingsExpo, Brian Romansky, VP of Strategic Technology at TrustPoint Innovation, explained how M2M certificates can efficiently enable confidentiality, integrity, and authenticity on highly constrained devices.
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Early adopters of IoT viewed it mainly as a different term for machine-to-machine connectivity or M2M. This is understandable since a prerequisite for any IoT solution is the ability to collect and aggregate device data, which is most often presented in a dashboard. The problem is that viewing data in a dashboard requires a human to interpret the results and take manual action, which doesn’t scale to the needs of IoT.
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2016 Silicon Valley. The 6thInternet of @ThingsExpo will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
“delaPlex Software provides software outsourcing services. We have a hybrid model where we have onshore developers and project managers that we can place anywhere in the U.S. or in Europe,” explained Manish Sachdeva, CEO at delaPlex Software, in this SYS-CON.tv interview at @ThingsExpo, held June 7-9, 2016, at the Javits Center in New York City, NY.
When people aren’t talking about VMs and containers, they’re talking about serverless architecture. Serverless is about no maintenance. It means you are not worried about low-level infrastructural and operational details. An event-driven serverless platform is a great use case for IoT. In his session at @ThingsExpo, Animesh Singh, an STSM and Lead for IBM Cloud Platform and Infrastructure, will detail how to build a distributed serverless, polyglot, microservices framework using open source tec...
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
IoT is rapidly changing the way enterprises are using data to improve business decision-making. In order to derive business value, organizations must unlock insights from the data gathered and then act on these. In their session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, and Peter Shashkin, Head of Development Department at EastBanc Technologies, discussed how one organization leveraged IoT, cloud technology and data analysis to improve customer experiences and effi...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform and how we integrate our thinking to solve complicated problems. In his session at 19th Cloud Expo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm ...
From wearable activity trackers to fantasy e-sports, data and technology are transforming the way athletes train for the game and fans engage with their teams. In his session at @ThingsExpo, will present key data findings from leading sports organizations San Francisco 49ers, Orlando Magic NBA team. By utilizing data analytics these sports orgs have recognized new revenue streams, doubled its fan base and streamlined costs at its stadiums. John Paul is the CEO and Founder of VenueNext. Prior ...