Reacting in real time to events, incidents and trends is key to addressing customer wants, needs and expectations. That's why analytics is such a crucial part of managing your customer contact center. Gathering intelligence in real time lets companies respond in near real time. It allows enterprises to both respond to disasters and recognize customer trends, giving your enterprise a competitive advantage.
For more on the need for analytics:
- read this BPM Today article [1]
Links:
[1] http://www.bpm-today.com/news/The-Role-of-Real-Time-Analytics/story.xhtml?story_id=010000NTLFP2