Themes

On the brink of any new high tech era, the temptation is strong for solution providers to hype the benefits and minimize the disruption that such major shifts can produce. In these early days, one of the most important missing pieces in the Big Data puzzle has to do with accurately articulating both the potential payoffs and the attendant challenge...

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data a...