Consumer data is both a blessing and a curse for a business. On the one hand, this data is full of insights that tell you who is interacting with your brand and help you architect predictive models to understand future business successes. And on the other, consumer data is a huge liability for any company, and the burden is on the business utilizing that data to safeguard it from intruding individuals.
How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
SEE ALL OF YOUR DATA IN ONE PLACE, NO MATTER WHERE IT COMES FROM
In the era of big data, and now big voice, successful enterprises are taking advantage of data visualization with open BI tools like Yellowfin or Tableau.
Enterprises are constantly itching for more data. Recently we've seen a shift happening in the telecom/unified communications industry where enterprises are now hiring developers and creating in-house solutions for gathering data and managing analytics. And the better the data, the better the results.
Most Call Centers Humanly Score less than 5% of all Calls...
Human scoring was the only option for enterprise call centers to score, monitor, and manage their agents and call interactions for a long time.