3CLogic_Logo
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • Voice-Enabled Self-Service
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic for Avaya Aura Call Center Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Security and Compliance
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
      • Healthcare and Life Sciences
    • SAP
      • SAP Service Cloud
    • Salesforce
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Other
      • Verint
      • Sugar CRM
      • Zoom
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Contact Center
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

Big Data and your Contact Center

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

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!

But the big issue with big data extends far beyond just access and analysis.  The challenge of how to manage and interpret it is compounded by the ongoing lack of inter-departmental communication occurring in most of today’s companies.   With businesses expected to utilize over 9.6 software-as-a-service solutions by the end of 2014 (Forrester), the inability to consolidate, access, and leverage the various sources of customer data  (i.e.: accounting, support, etc.) exacerbates the issue. In short, data for the sake of data doesn’t do a business any good; the ability to properly combine, manage and derive meaningful intelligence is what will provide businesses a competitive edge.

So how can one begin to derive meaningful insights from Big Data:

Compatible Solutions through the Cloud: An increasingly popular approach to managing large sleuths of information is via the cloud, with approximately one-third of all data projected to pass through it by 2020.  Unlike traditional systems, cloud’s open architecture facilitates the ability to consolidate disparate information and solutions onto a single platform as a first step towards gaining a complete picture of a company’s customers.   With cloud-based solutions, software incompatibility and information disparity becomes a thing of the past while enhancing a company’s ability to truly know what its customers expect and need.

Reporting and Analytics: The ability to derive KPIs (Key Performance Indicators) from every data point traveling through a contact center using real-time reporting and analytics is but another pre-requisite to handling big data.  Whether it’s Average Speed to Answer, Abandonment Rate, Call duration, Occupancy, Adherence to Schedule, Call Wrap Up Time, or Call Volume Forecasting, each provides important actionable intelligence to help manage and respond to customer needs and changes in market demand.   Coupled with additional data points from other aspects of a business (i.e.: accounting, support, marketing, etc.) and the sudden ability to dive deeper into what drives customers becomes inherently more interesting and valuable.  

“Edge” Computing versus Centralized:  With 22 billion end-devices expected to exist within the next few years, the amount of data likely to be created will quickly make today’s current analytical challenges appear moot by comparison.  And yet, as its stands, the majority of today’s technologies and networks continue to use old centralized systems to meet the demand rather than seek suitable alternatives capable of handling the upcoming burden.   However, with “edge” computing technology, the ability to combine the untapped resources of so many end-devices to assist in the distribution of tasks currently expected of cloud make for a much more stable, sustainable, and scalable infrastructure capable of making big data a reality rather than simply a pipedream. 

Big Data derives its name from the very fact that it is HUGE.  And as with any big project, the challenges can be daunting.  However, the right technology, internal infrastructure, and business processes, the potential value behind the many data points passing through the average contact center could be limitless.  Certainly worth a try. 

Big Data and your Contact Center

 

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

Guillaume Seynhaeve

Written by Guillaume Seynhaeve

Guillaume Seynhaeve is the VP of Marketing and Business Development at 3CLogic with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience.

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (59)
  • call center (50)
  • contact center (37)
  • call center software (29)
  • customer experience (23)
  • crm integration (22)
  • ServiceNow (18)
  • cloud call center (18)
  • contact center solution (17)
  • CRM (16)
  • best business practices (15)
  • contact center software (15)
  • multichannel contact center (14)
  • cloud based call center (13)
  • cloud based contact center (13)
  • remote agents (12)
  • IVR (11)
  • customer support (11)
  • call center software features (10)
  • multichannel communications (10)
  • SaaS (9)
  • contact center integrations (9)
  • customer service management (9)
  • sales (9)
  • self-service (9)
  • customer service team (8)
  • multichannel call center (8)
  • omnichannel (8)
  • scalability (8)
  • voice platform (8)
  • IVR technology (7)
  • SugarCRM (7)
  • call center scalability (7)
  • cloud based solution (7)
  • cloud call center solution (7)
  • cloud security (7)
  • contact center technology (7)
  • customer satisfaction (7)
  • employee retention (7)
  • first call resolution (7)
  • outbound sales (7)
  • social media (7)
  • telephony CRM integration (7)
  • 360 view (6)
  • agent retention (6)
  • artificial intelligence (6)
  • cloud customer service (6)
  • cloud customer support (6)
  • interactive voice response (6)
  • voice (6)
  • CSM (5)
  • CTI (5)
  • call center solutions (5)
  • cloud based (5)
  • cloud computing (5)
  • crm software (5)
  • hybrid cloud (5)
  • reporting and analytics (5)
  • small business solution (5)
  • VOIP (4)
  • VTAG (4)
  • agent coaching (4)
  • agent training (4)
  • at-home agents (4)
  • automation (4)
  • big data (4)
  • call blast (4)
  • cloud (4)
  • contact center solutions (4)
  • customer engagement (4)
  • customer relationship (4)
  • digital transformation (4)
  • predictive dialer (4)
  • redundant systems (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • technology (4)
  • virtual agents (4)
  • voice AI (4)
  • voice self-service (4)
  • work from home (4)
  • B2B marketing (3)
  • COVID19 (3)
  • Knowledge16 (3)
  • SMS (3)
  • ServiceNow CTI (3)
  • WebRTC (3)
  • chat (3)
  • cloud contact center (3)
  • cold calling (3)
  • contact channels (3)
  • customer service experience (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • fully redundant software (3)
  • intelligent routing (3)
  • mobile (3)
  • multichannel (3)
  • outbound (3)
  • outbound call center (3)
  • outbound campaign (3)
  • service delivery (3)
  • social customer care (3)
  • software (3)
  • speech analytics (3)
  • technical support (3)
  • text (3)
  • webinar (3)
  • DX (2)
  • ITSM (2)
  • IVR menu (2)
  • Inside sales (2)
  • Natural Language Processing (2)
  • SAP (2)
  • agent attrition (2)
  • agent productivity (2)
  • agent turnover (2)
  • auto-attendant for call center (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center technology (2)
  • call handling procedures (2)
  • call scripts (2)
  • cloud contact center solution (2)
  • computer telephony integration (2)
  • contact center trends (2)
  • cost savings (2)
  • custom crm integration (2)
  • customer service trends (2)
  • cx (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • enterprise communications (2)
  • fault tolerance (2)
  • gamification (2)
  • high call volume (2)
  • improve customer service (2)
  • inbound (2)
  • increased call volume (2)
  • integration (2)
  • knowledge base (2)
  • knowledge management (2)
  • machine learning (2)
  • no centralized server (2)
  • pci compliance (2)
  • personalized customer service (2)
  • personalizing customer service (2)
  • public cloud (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • software support (2)
  • third-party integrations (2)
  • virtual assist (2)
  • voip crm integrated contact center (2)
  • work force management (2)
  • workforce management (2)
  • workforce optimization (2)
  • AI (1)
  • ASA (1)
  • B2C (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • Customer Experience Management (1)
  • FCR (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SLA (1)
  • ServiceNow HCLS (1)
  • SugarCon (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • best practices (1)
  • blended contact center software (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call volume (1)
  • call-back (1)
  • citizen services (1)
  • contact center attrition (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service metrics (1)
  • customer service rep (1)
  • data recovery (1)
  • database management integrations (1)
  • edge computing (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • grid computing (1)
  • healthcare (1)
  • help center (1)
  • helpdesk (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • kpis (1)
  • lead conversion (1)
  • lead tracking (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • on hold (1)
  • preview dialer (1)
  • real-time chat (1)
  • reliability (1)
  • remote contact center (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • small contact center software (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voice workflows (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • wfo (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Contact Center
  • ServiceNow
  • Sugar CRM
  • Universal CTI
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.