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SAP Analytics on HANA Sure to Benefit the Cloud Contact Center

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SAP Analytics on HANA Sure to Benefit the Cloud Contact Center

October 15, 2015
By Susan J. Campbell
TMCnet Contributing Editor

In a business environment where it’s all about Big Data, we have access to so much information that should set us apart from the competition. In too many environments, this information is ignored or decision makers simply don’t know what to do with it. Regardless of where the individual stands, they still want analytics and many of them want it in the cloud. For the cloud contact center, this makes sense.

To help with the demand for analytics in the global marketplace, SAP (News - Alert) released its Big Data analytics application. Available in the cloud, this app runs on top of its HANA in-memory computing platform. What this means for businesses is that instead of implementing their own instances of Big Data applications that run on top of SAP HANA, they can leverage the cloud analytics service, Project Orca, available on demand.

In the past, IT organizations would have been required to launch and manage three separate stacks of software to enjoy the functionality of an analytics application with business intelligence reporting tools and data visualization. The goal here is to make analytics in general more broadly available both in the cloud and through third party applications. Such an approach not only makes SAP more relevant to a greater number of organizations, it also enables those decision makers to gain access to actionable information.

To better understand HANA, think of it as a superset of Big Data platforms. Organizations use these platforms to funnel data in real-time from multiple data sources, such as Apache Spark clusters and Hadoop. The ultimate goal is to drive organizations to deploy its application and then the HANA platform will manage it on their behalf. This not only eases the burden for organizations such as the cloud contact center, it also greatly reduces the possibility of replicating data between applications.

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This seamless experience means that organizations such as those competing in the cloud contact center space, can benefit from a scalable, multitenant environment where planning, business intelligence, budgeting and predictive capabilities are all unified in a single cloud service. Companies no longer have to struggle with the management of Big Data as they simply leverage robust capabilities already put in place. For the contact center environment, this is significant as these organizations already have so much to manage effectively in terms of both information and metrics.

The end goal, of course, is to improve the competitive advantage and overall effectiveness in terms of serving the customer. With access to information that is easy to manage and interpret, SAP is offering a way to get the best of both worlds. 

Edited by Maurice Nagle

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