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The Contact Center is Rich with Data--Why Add More?LONDON, May 2, 2016 /PRNewswire/ -- Executive Summary Today's increasingly sophisticated analytics solutions include speech and text analytics, workforce optimization (WFO), back office workforce optimization (BOWFO), support interaction optimization (SIO), and Big Data. Broadly speaking, analytics is the tool that helps us determine our audience, prospects, and what our customers like and want. Most importantly, it helps resolve customer questions and issues that if left unresolved create unhappy former customers. In essence, analytics is now at the center of Customer Contact, and customer adoption of analytics solutions is at an all time high. In fact, it is the fastest growing segment in Frost & Sullivan's market forecasts for both cloud and premise-based systems, with the market for hosted and cloud analytics forecast to grow at a CAGR of % from 2014 to 2019 and % for premise based systems. In 2014, the market grew % for contact center systems analytics, and % for all of hosted agent performance optimization, which includes quality monitoring and workforce management and analytics. Download the full report: https://www.reportbuyer.com/product/3807869/ About Reportbuyer Reportbuyer is a leading industry intelligence solution that provides all market research reports from top publishers http://www.reportbuyer.com For more information: To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/the-contact-center-is-rich-with-datawhy-add-more-300260918.html SOURCE ReportBuyer |