Harnessing Big Data in the Contact Center: A Slow but Worthwhile Struggle

K. Landoline
K. Landoline

Summary Bullets:

  • Contact centers have been dealing with the ‘big data’ issue for years as they strive to develop the elusive 360-degree view of the customer across an assortment of structured and unstructured data collected from billions of customer interactions each year.
  • Despite a long history of dealing with big data, there has been little progress in utilizing the information to optimize operations in most contact centers, and thanks to a lack of centralized management capabilities, data silos continue to be a major hindrance to the development of the ‘intelligent enterprise.’

Managers dealing with contact centers on a daily basis are perplexed with the industry’s sudden fixation with big data since they have been obsessed with the issue for more than thirty years in their voice call centers.  Now, the shift to the multichannel contact center, through which recorded phone calls, e-mails, faxes, Web chats, social media, and survey feedback data flow, makes the challenge even more complex and unwieldy.  How to deal with the volume, velocity, and variety of data moving through the multichannel contact center today and use the information to improve enterprise operations is a discussion worth having if we ever hope to reach the dream of the much-discussed ‘intelligent enterprise.’ Continue reading “Harnessing Big Data in the Contact Center: A Slow but Worthwhile Struggle”

Speech Analytics: The Time for ‘Listening’ to the Voice of the Customer Is Upon Us

K. Landoline
K. Landoline

Summary Bullets:

  • Hundreds of millions of minutes of customer care conversations are recorded annually in contact centers, but less than 0.1% of recorded conversations are ever replayed and analyzed.
  • Automated speech analytics, which can mine most of these conversations for useful information, is finally getting the attention of customer care executives as the technology improves and the ROI is validated.

I have been following the speech analytics market as it pertains to customer care and contact centers for the better part of a decade.  The application has only come into its own as it gained credibility through successes in the past two or three years.  Recently, there has been an uptick in sales at companies that provide the technology to monitor the ‘voice of the customer,’ such as CallMiner, Nexidia, NICE, Utopy and Verint.  There has also been a flurry of merger and acquisition activity among companies that provide contact center solutions and those that deliver customer feedback applications.  Verint acquired Vovici, a provider of feedback management solutions; Avaya purchased Aurix, a speech analytics company based in the UK; and Hewlett-Packard bought analytics platform provider Vertica.  I believe the industry is now leaving the embryonic stage and moving into a more mature phase of growth that will continue for the next decade. Continue reading “Speech Analytics: The Time for ‘Listening’ to the Voice of the Customer Is Upon Us”