Three Business Intelligence Trends Impacting your Contact Center in 2016

Spoken | August 9, 2016

Business Intelligence, often abbreviated BI, is the set of techniques and tools for the transformation of raw data into meaningful and useful information for business analysis purposes. You probably already know that there are tools available today that businesses can use to gather information that will help them make informed business decisions.

jenga_puzzle_-_Version_2.jpgAnd most businesses use some form of BI, but there are several factors that affect whether businesses are actually using their BI tools to full advantage. After all, if the intelligence isn’t comprehensible or actionable, how intelligent is it, really?

Tableau recently released a report citing 10 trends that are impacting Business Intelligence in 2016. I found that three of them ring especially true for the call center.


1. Data integration 

Many companies today want to have agile analytics. In other words, analytics or business data that allows them to see the big picture instead of just the pieces. Think of it like a puzzle: you’ve got hundreds of pieces that need to be put together before you are need to see the full image to figure out what to do next. Data integration is a bit like the finished puzzle: it allows a company to see the whole picture by integrating data from various departments and putting it all together. The call center is one particular business that benefits greatly from data integration. With analytics and data coming off the Automated Call Distributor (ACD), the Customer Relationship Management (CRM) tool, the Interactive Voice Response (IVR), speech analytics and customer satisfaction surveys, it’s essential to be able to get the full picture of the complete customer experience data.

For example, if the ACD data indicates a long hold time, the CRM indicates the third call this month, the IVR indicates a high-value customer and speech analytics show dissatifaction keywords, a 360-degree view of that data in one place could lead a supervisor to save a lost customer in real time.

2. Cloud data and cloud analytics 

As enterprises have continued to embrace the cloud, they’ve learned that it offers the analytics agility they need. The cloud has been proving over and over again that it is safe, reliable and adaptable to a business’ specific needs.

3. New technologies 

New technologies are constantly emerging to adapt to customer expectations in the contact center space, and call center technologists are inevitably scrambling to catch up. In 2016, we are seeing increasing demand for multichannel contact center support as well as speech analytics, real-time reporting and cloud transition support. This is where BI comes in: new technologies mean new data information sources, which contribute to a more complete picture. For example, when customers implement the Spoken Smart IVR, there is a wealth of new data about the automated interactions newly available: every single customer utterance as well as any Guide corrections are compiled in a database, which makes it easy to visualize the information and spot areas for improvement.

For example, one customer noticed that callers were giving a 10-digit number when asked for their street address. Aha! That is probably a phone number. So we worked with them to automatically run any response to the “What is your street address” IVR prompt as a phone number. The results? A 10% jump in caller identification rates!

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