![]() To satisfy this need, organizations must implement Meaning Based Computing technologies that enable bi-directional information sharing across a wide range of applications in the enterprise, particularly those that handle highly dynamic content. The answer lies far beyond legacy keyword search engines capable of accessing only static documents or data inside relational database systems (RDBMSs). This requires a unified technology platform that facilitates bi-directional information sharing with the rest of the enterprise and enables Meaning Based Computing in the contact center.Įmployees need access to more of the data available within their companies and better technologies for understanding it and delivering it to their desktops. In order for a customer contact center to evolve into an intelligent contact center, organizations must have the means to capture, share, and analyze the critical unstructured information that is often overlooked in decision-making processes. Yet, thus far, traditional customer relationship management (CRM) applications have fallen short in their attempts to capture the voice of the customer for business advantage. This is what it takes to deliver true value across the business. Customer intelligence is based on multiple dimensions, from data such as basic customer contact information to valuable feedback that helps companies understand client needs, behaviors, responses and sentiments. This white paper will show you how to create an intelligent contact center for your enterprise.Īn intelligent contact center leverages both the traditional structured data and the unstructured information that flows through a contact center to deliver a much deeper understanding of the customer. With mechanisms to tap into the wealth of unstructured information, the contact center can become a company’s most strategic asset. Rather than viewing the contact center as simply ‘the cost of doing business’ for maintaining customer relationships, organizations need to recognize the value of the contact center. In doing so, the contact center is marginalized and established as a difficult-to-penetrate information silo. The inability to capture, process, and access strategic customer information and relate it to other information across the enterprise can limit a company’s perspective and understanding of its customers. Many businesses lack the technology to leverage the vast majority of content that resides outside the scope of the structured databases. Unfortunately, attempts to understand and take advantage of this strategic resource traditionally fail. More than 80% of all data in an enterprise-including the contact center-is unstructured information such as telephone conversations, emails, word processing documents, Internet pages, paper documents and electronic forms. The information flow between this department and a company’s customer base influences the external perception and provides early insight into buying behaviors, competitive threats and market opportunities. The customer contact center has become the primary channel for organizations to provide information, assistance, and customer service to prospective and existing clients. ![]()
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