Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions (abstract)
By Donna Fluss
Analytics is a hot topic in contact centers and enterprises today. Contact center managers and senior executives have no shortage of reports and data, but they lack the visibility and actionable intelligence that analytics provides to proactively address performance issues that affect productivity, quality, and the customer experience.
This is the inaugural edition of Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions Report. This Report is a comprehensive guide to the world of contact center analytics and covers the two newest market entrants, customer experience analytics (CEA) and desktop analytics (DA). This Report is designed to help contact center and IT decision-makers identify, assess and select the optimal analytical applications for their contact centers. It also “debunks” some of the claims about these emerging technology sectors by providing an in-depth analysis of their functional capabilities.