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Customer Engagement Analytics in the Cloud

Lack of data integration is the #1 problem impacting customer care centers. Here are six tips to optimize your customer engagement.

Virtually all interactions between a customer and the contact center touch multiple systems across the enterprise, and each of these systems collect, store and manage its own data. As companies begin using Big Data in customer engagement activities, they need to establish a unifed view of customer interactions across these disparate systems. Companies that build and maintain such a unified view understand their customer care program results better, know what they are like to do business with, and as a result, delight their customers by deliverying timely and personalized sales, service and support.