White Paper & Reports

Multichannel Analytics in the Contact Center

With vast stores of data flooding in from a multitude of channels, contact centers are a prime source of customer intelligence.

The burning question for the modern contact center is what to do with all that information. Unfortunately, according to research by Forrester, most organizations currently analyze only 12 percent of their data. Either they’re overwhelmed by it, don’t know how to analyze it—or don’t know what they’re missing.

But hidden in that neglected data is incredible value that can have a profound impact on nearly every aspect of business, from operational efficiencies and product development to customer interactions and management processes.

Download this white paper to learn how forward-thinking contact centers are using multichannel analytics systems to unlock the insight from customer interactions and become the nerve center for business intelligence.

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