Latest Contact Center Best Practices

Dec 31

Big Data is Growing Even Bigger: 3 Ways to Stay Ahead in 2016

Posted by Rachel Brink on Dec 31, 2015 8:56:30 AM

Big data is rapidly growing, and shows no signs of slowing down anytime soon. In fact, the total amount of information being captured and stored by industry doubles every 1.2 years, fueled largely by the Internet, cloud computing, and IP based communication. And by more effectively managing the large volume of data flooding their organizations, businesses will have the ability to gather greater insights about their market, customer base, and internal business operations to help drive employee productivity and business growth. But as it stands, 80 percent of analysts’ time is spent on data prep, while only 20 percent is spent looking for insights. And according to a recent Bain & Company survey, only 4% of companies say they have the right people, tools, data, and intent to draw meaningful insights from their data—which, if unchanged, will severely impact their ability to keep up in 2016.

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Topics: call center, public cloud, contact center, big data, integration, reporting, cloud

Apr 15

How to Tackle Reporting in a SaaS World

Posted by Kristen Braun on Apr 15, 2015 1:18:34 PM

Have you ever joined a fantasy baseball league? Statistics are vital to knowing whether or not to draft a player or trade them. It can be the key to winning or losing. The same can be applied to business. Accurate reporting can analyze key data related to employee performance, customer profiles, and can often be targeted to extract the direct information that you need from the pile. In the SaaS industry, this is something that is becoming more and more complex as new innovations arise. But why is this so important, and what should you be looking for when it comes to analyzing your data?


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Topics: big data, reporting and analytics

Dec 04

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

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Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

Sep 19

Big Data and your Contact Center

Posted by Guillaume Seynhaeve on Sep 19, 2014 8:54:00 AM

The contact center space is not what it once was.  Previously based on a single communication channel (the telephone), it has since evolved into a far more complex and multichannel enterprise responsible for managing the majority (if not all) of a business’ customer relationships.   No small feat by any definition. However, with the growing advancements in technology and the increasing number of potential customer touch points, the ability to gain greater insight into what makes each consumer tick has never been more within reach.  And yet, with the exponential amount of client data – Big data to be specific – traveling through today’s contact centers, comes the exponentially difficult task of wrapping your hands around it all and putting it to good use.   After all, with 90% of the world’s data created in the last two years (KPMG) the potential is huge but so is the undertaking. 

While many companies have discovered ways to collect and even organize their big data, turning it into actionable intelligence has proven to be quiet the challenge. According to a recent study conducted by both Salesforce and Forrester, 76% of companies express a lack of real-time analytics and unified reporting as one of the key hurdles facing customer service managers.  And yet most consider such access to actionable data a key stepping stone to delivering any form of world-class customer service in the future.  Among those few businesses able to manage their data (perhaps only in part), 74% fail to gain access to the results for up to four weeks!

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Topics: call center, contact center, cloud call center, reporting contact center tools, big data, edge computing

Sep 11

To Scale or Not to Scale? Big Data, Fog Computing and V-TAG have the Answer

Posted by Raj Sharma on Sep 11, 2014 9:40:16 AM

According to Wikipedia Cloud computing is the delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a utility (like the electricity grid) over a network (typically the Internet). 

Fog Computing is a paradigm that extends Cloud computing and services to the edge of the network. Similar to Cloud, Fog provides software, information, and application services to end-users. What is different about Fog Computing is its proximity to end-users, its dense geographical distribution, and its support for mobility.

Virtual Telephony Application Grid (V-TAG) is 3CLogic’s implementation of Fog Computing for delivery of contact center services over the cloud. Its similarity with cloud computing is that contact center services are delivered like a utility over the internet. Its similarity with Fog Computing is that in V-TAG contact center services are hosted and processed at the network edge or even on end devices such as PCs. Broadly speaking V-TAG implements edge computing for voice, chat, email, and SMS traffic in contact centers as opposed to processing these services in centralized switches and servers. 

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Topics: VTAG, scalability, reliability, big data, edge computing, fog computing