For more traditional analytics, where Siebel/Oracle and SAP come into play, there are many other applications....
Oracle purchased a vendor called Sigma Dynamics in 2006 that had an application that was able to provide information in real time. It was designed by a number of the same people who built Epiphany's real-time analytics product. There are also real-time analytics products from smaller companies, such as Island Data Corporation. This product does an excellent job of finding the meaning in unstructured inputs from free-form surveys, newsfeeds, blogs, etc.
I suggest that you take a look at my recently-released book, The Real-Time Contact Center. There is a free chapter download available on SearchCRM.com, or you can buy the entire text on Amazon.com. Chapter 9, called "Real-Time Analytics," provides a great deal of information about this market and the call center software vendors who offer these applications.
Dig Deeper on Contact center software and applications
Related Q&A from Donna Fluss
Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to ... Continue Reading
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading