The Real-Time Contact Center

9Real-Time AnalyticsConquering the Unstructured Data Challenge

Contact centers waste 90 to 98 percent of actionable customer insights because they lack the process, technology, and applications to capture, analyze and leverage “unstructured” sources of customer communications, rich with information and feedback. Phone conversations are often recorded, but rarely analyzed for new revenue opportunities. The Internet opened online communication channels between customers and enterprises, but companies have struggled to exploit the unstructured customer data received over the Internet because existing data warehousing, business intelligence, and analytics systems understand only “structured” data. Customers, unaware of and unconcerned with these ...