SYS-CON MEDIA Authors: Mat Mathews, Newswire, David Smith, Tim Crawford, Kevin Benedict

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Research and Markets: Big Data Applications in the Contact Center: Opportunities and Challenges

Research and Markets ( has announced the addition of the "Big Data Applications in the Contact Center: Opportunities and Challenges" report to their offering.

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience.

But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data an emerging contact center trend or just so much market-speak?

This market insight explores the challenges and opportunities inherent to Big Data when considered as information overlay to Customer Interaction Analytics (CIA).

Key Topics Covered:

1. Definition

2. The Promise of Big Data as it Applies to Customer Contact

3. Use of Big Data in the Contact Center

4. Big Data in Action: TalkTalk and Nexidia

5. Big Data Challenges

6. Separating the Wheat from the Chaff: Big Data Tools

7. Regional Spread

8. Summary and Recommendations

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