A Research White Paper from Paul Stockford of Saddletree Research
Companies deploy speech, performance, desktop and text analytics applications to improve operational productivity and customer service. The next opportunity for contact center leaders is to combine information from these silos of premise-based information repositories to gain a 360 degree view of their operations and the customer experience.
In this report, Paul Stockford of Saddletree Research, defines the currently available analytics applications, clarifies the specific problems addressed by each, and provides insights into the value of unifying these applications. You'll learn:
• Why working with siloed information is acceptable for solving specific functional issues but insufficient for the broader customer care interests of a company
• The problems addressed by each WFO point solution
• How cloud-based and software-as-a-service (SaaS) workforce optimization solutions support the ability to unify the silos of analytics applications
• How unified analytics provides a 360 degree view of operations and the customer experience
• The results of a 2010 survey of the market demand for analytics
• A unified analytics in action case study at a global financial services provider
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