Big Data and Customer Service: What You Need To Know

customer serviceEvery interaction that your customers have with your company holds important data. Whether that interaction is via phone, email, chat, social media, or another method, each interaction provides an opportunity to discover what is working about your company’s products, methods, and customer service representatives, and what needs to be improved.

The companies that have the technology to analyze all of the Big Data that is pouring in from customer interactions can quickly and effectively gain valuable information about customer needs, behavior, and preferences. That information can then be utilized to improve every customer’s experience with your company. Customer satisfaction is essential, and when companies have the technology to analyze the information embedded in interactions, they can utilize that data to help them to build customer relationships.

These Big Data analytics apps provide you with the tools to customize and optimize your customers’ experiences with your company. They will help you to prepare representatives to handle customer interactions, they can provide real-time insights, and they will help you to continuously improve customer service. Keep reading to find out about companies that are leading the way in the Big Data and Customer Service space.

Companies and Apps in the Big Data and Customer Service space:

All descriptions are from companies’ websites.

Aspect

Agents and customers are continually talking about your company. With combined speech and text analytics capabilities, you now have the unprecedented ability to understand what’s being said across all channels so that you can respond in a compelling way – even in real-time. Using an intuitive dashboard, you can gain insight into all your speech-based channels and text interactions (including call center notes, chat, email, Web, mobile and social media) with powerful, dictionary independent search and categorization that extends to all captured data by speech and text analytics. You’ll be able to discover potential areas of improvement before they impact your business, thanks to automated intelligence, made possible by analysis software.

Verint + KANA

[On February 3, 2014, Verint acquired KANA.] Together Verint and KANA are transforming the way organizations engage with their customers. Our collective solutions comprise the industry’s first end-to-end suite for delivering Actionable Intelligence to optimize the workforce, improve enterprise processes, and manage and enrich customer interactions. It’s what we call Customer Engagement Optimization.

Microsoft + Parature

[On January 7, 2014, Microsoft acquired Parature.] Parature is the industry’s leading provider of cloud-based customer service software and is used to support more than 3,000 brands and approximately 70 million end users worldwide. Parature empowers mid-market to enterprise organizations across major industries with the ability to centralize their customer service and support efforts and to manage, resolve and respond to a high volume of service issues across a variety of communication channels, including the growing number of service-related conversations that are happening every day on social media and mobile devices.

Zendesk

Advanced Analytics are available on the Zendesk Plus and Enterprise plans, and enable support teams to make data-driven decisions based on powerful reporting. Pre-defined reports take the guesswork out of figuring out which metrics are the most critical for customer service success, and custom reports allow you to slice and dice the data based on what’s important to you. And once set up, your dashboards and reports automatically update each day with the latest ticket data.

Genesys

Powered by the Genesys Customer Experience Platform, our solutions enable businesses to intelligently manage interactions and improve customer satisfaction. That makes it easier than ever to align customer experiences with the perceived values they deliver—greater loyalty to the brand and higher revenue to the business.

[24]7

At [24]7, our goal is to make it simple for consumers to connect with companies to get things done. Our software platform and consumer-focused design leverage “big data” to help companies anticipate, simplify, and learn™—and by so doing, provide smarter and more effective multi-channel customer service.

IBM

The Proactive Call Center solution from IBM is distinct from the traditional call center business model by moving the call center out into the customer base. It provides CSPs with actionable insights to offer a superior customer service experience while reducing fixed and variable costs in delivering service, reducing churn and identifying new product offerings to improve customer loyalty and brand perception.

VPI

VPI’s call center analytics software the most accurate and effective interaction analytics solution on the market today.  The ground-breaking call center analytics system works much smarter than traditional approaches – it analyzes all forms of communications within a context of in-call interaction data, automatically collected via VPI Fact Finder.

CallMiner

CallMiner provides industry leading and innovative products and contact center software solutions for customer contact analysis, enabling organizations to leverage the voice of the customer as a business asset. With roots in speech analytics analyzing recorded calls, CallMiner is accustomed to dealing with big data in it’s rawest and most unstructured form, and extracting and presenting usable information from that data.

Intelemedia

Success in an advanced multi-call center environment is directly proportional to the quality information available to make decisions. Intelemedia’s reporting provides clients with depth and accuracy. Whether you are focused on sales or customer service, Intelemedia offers dashboards illustrating current performance and trends on key metrics to run your business. Whether you use only our live call center agents or include your existing call centers, we can aggregate the data you need.

inContact

Our flexible, easy to use Call Center Analytics & Reporting lets you track critical call center metrics so you can make smart business decisions. Choose from pre-built reports, ad-hoc reporting or custom created reports. Closely track real-time management metrics with our customizable dashboards.

Genpact

The Contact Center Analytics Program (CCAP) uses Genpact’s proprietary algorithms and advanced analytics to baseline, design, and optimize overall performance. At each stage, business benefits are quantified and the savings realized are reinvested into better technology and improvement initiatives. This cycle of sustained improvement results in best-in-class performance for the contact center and huge cost savings for the business in the end.

Mattersight

Mattersight® Behavioral Analytics is the only solution available with millions of pre-built algorithms that automatically decode every second of captured human interaction to provide the enterprise with actionable insight to drive significant business value. Behavioral Analytics consists of three main solutions that can be deployed independently or in conjunction with one another to drive improvement in sales, retention, service cost reduction, customer experience, customer satisfaction and Net Promoter Score® (NPS), collections, fraud detection, student enrollment, and compliance.

NICE Systems

NICE Interaction Analytics is a cross-channel analytics platform that enables companies to transform the valuable yet hidden information in customer interactions into business results, helping to prepare the workforce for handling customer interactions, shaping interactions in real-time, and continuously improving future interactions.

ForeSee

ForeSee Satisfaction Analytics provide a comprehensive customer experience measurement system that gauges performance with contact centers from the customer’s perspective. ForeSee Satisfaction Analytics provide continuous, reliable, and precise measurement of the contact center experience based on contact type, agent, call center, region, or other key criteria.

Check Out These Resources for Tips on Using Big Data in Customer Service:

Dave Feinleib, author of Big Data Demystified and producer of The Big Data Landscape, talks about Big Data and its transformative effects on customer service:

http://www.fastcodesign.com/1669551/how-companies-like-amazon-use-big-data-to-make-you-love-them

http://www.cio.com/article/733258/How_Big_Data_Can_Improve_Marketing_and_Customer_Service

http://www.techrepublic.com/blog/big-data-analytics/big-data-in-your-call-center-managing-the-numbers/#.

http://sites.tcs.com/big-data-study/customer-service-big-data-benefits-challenges/

http://sandhill.com/article/how-big-data-and-the-cloud-are-changing-customer-service-solutions/

http://www.hpcloud.com/blog/improving-customer-service-big-data-answer

http://www.practicalecommerce.com/articles/57812-Improving-Customer-Service-with-Big-Data

http://www.adexchanger.com/data-driven-thinking/how-big-data-can-bring-you-closer-to-your-customers/

https://infocus.emc.com/dave_matson/can-big-data-drive-better-customer-service/

http://wikibon.org/wiki/v/Using_Big_Data_Analytics_to_Improve_Customer_Service:_Time_to_Get_Onboard

https://infocus.emc.com/dave_matson/can-big-data-drive-better-customer-service/

http://www.parature.com/big-data-analysis-paralysis/

http://www.parature.com/customerservice-analytics/

http://thebuildnetwork.com/leadership/predictive-analytics/

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