"The biggest challenges in developing a 360-degree view of the customer"

By: Intersec Group

The advent of open‐source technologies fueled big data initiatives with the intent to materialize new business models.  The goal of big data projects often revolves around solving problems in addition to helping drive ROI and value across a business unit or entire organization. It’s often difficult to launch a big data project quickly due to competing business priorities; the myriad of technology choices available as well as, the sheer size, volume, and velocity of data. Key questions from this whitepaper: What are the common questions and challenges that the operators are facing when starting a Big Data project? What are the best practices to avoid being trapped in the ever‐lasting big data project that fails to generate any revenue? Should the big data project be carried out by the IT department or should it be led by a dedicated organization, under a new function like a Chief Data Officer, distinct from traditional IT?

By: Altivon

Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience. In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for contact center technology can be used to both identify system requirements and review proposals. This whitepaper highlights the nine fundamental decisions give by the framework that will lead to the best solution for you.  It includes: Can your organization tolerate occasional contact center outages? Is there a strong incentive to fund the contact center with operational budgets? Is there a strong incentive for consistent maintenance costs or are occasional ‘spikes’ associated with upgrades acceptable? Does your contact center see significant variability in load? Is optimizing contact center staffing levels a key challenge?