MINNEAPOLIS, USA: Big Data is like a puzzle: there’s a lot of great information, but if you don’t have every piece you need, then you can’t complete the picture. Having the big picture is important when you are relying on the data to make informed business decisions.
If you’re only analyzing the verbal interaction between a call center agent and a customer, you might be missing additional information that provides additional context: what’s happening on the agent’s screen while they are interacting with a customer? Is the on-screen behavior consistent with what’s being said?
Our new Calabrio Desktop Analytics solution is the latest addition to Calabrio Analytic Services, and allows businesses to really see and understand the complete picture of what’s going on with all of that big data in the contact center in an integrated way.