May 09, 2015
Contact Center Analytics Week in Review: Toshiba, SAS, AnswerDash and More
By Maurice Nagle
TMCnet Web Editor
As the enterprise begins to utilize its data to improve not just the customer experience but workflow optimization, analytics are embedded in operations because of the predictive and actionable insight they provide. The Contact Center Analytics Review saw a busy week of news, and as you’ve probably guessed, it is time to take a look at the week that was; time for the week in review!
SPS Commerce in enhancing its omnichannel retail experience with Collaborative Analytics. With consumers demanding a seamless and contextual experience, Collaborative Analytics is able to provide detailed dashboards to offer transparency into user behavior, trends and the like. Read Clayton Hamshar’s full report HERE.
AnswerDash, a provider of business analytics software, announced this week the arrival of the AnswerDash platform to view customer behavior in the context of websites as well as apps. The data is collected, and common customer concerns are forwarded to customer service and the firm can then make the necessary adjustments.
Jake Wobbrock, the co-founder and CEO of AnswerDash proclaimed “AnswerDash empowers businesses with data around where and when users encounter roadblocks, allowing UX designers to double down where they are winning and make powerful design improvements where they are not.”
Also this week, Toshiba (News - Alert) teamed up with SAS on developing predictive analytics for retailers to improve customer service as well as the contact center. With the contact center proving to be the front lines of customer service, it is imperative to ensure agents are properly “armed” to handle what comes their way. Read Tara Seals’ complete analysis HERE.
Platfora is making access to Big Data easier by leveraging an “interactive lens.” The solution provides real time transparency allowing analysts to explore the data and administrators to optimize cluster performance. You can find David Delony’s full story HERE.
Remember to check back early and often to stay in the analytics know. See you next week!