When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors are racing to define (and capitalize on) the post-contact center future.
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Topics:
Customer Experience,
Voice of the Customer,
Business Continuity,
Analytics,
Contact Center,
Data,
Digital transformation,
agent management,
Digital Business,
Experience Management,
Customer Experience Management,
Field Service,
customer service and support,
AI and Machine Learning
Our research shows that nearly all financial service organizations (97%) consider it important to accelerate the flow of information and improve responsiveness. Even just a few years ago, capturing and evaluating this information quickly was much more challenging, but with the advent of streaming data technologies that capture and process large volumes of data in real time, financial service organizations can quickly turn events into valuable business outcomes in the form of new products and...
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Topics:
Analytics,
Internet of Things,
Data,
Digital Technology,
Streaming Analytics
Databricks is a data engineering and analytics cloud platform built on top of Apache Spark that processes and transforms huge volumes of data and offers data exploration capabilities through machine learning models. It can enable data engineers, data scientists, analysts and other workers to process big data and unify analytics through a single interface. The platform supports streaming data, SQL queries, graph processing and machine learning. It also offers a collaborative user interface —...
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Topics:
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Information Management,
Data,
data lakes,
AI and Machine Learning
The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in...
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Cloud Computing,
Contact Center,
Data,
Digital Technology,
Operations & Supply Chain,
Enterprise Resource Planning,
Digital transformation,
natural language processing,
continuous supply chain,
agent management,
Digital Business,
Experience Management,
Field Service,
Process Mining,
Streaming Analytics,
AI and Machine Learning
When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. From their point of view, AI and machine learning tools were new, expensive, relatively untested and had an uncertain use case. This stance was understandable, as contact center professionals are traditionally expected to be risk-averse when deploying technology into their operations. Contact centers are, by design, supposed to be...
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
agent management,
Customer Experience Management,
Field Service,
customer service and support,
AI and Machine Learning
Access to external data can provide a competitive advantage. Our research shows that more than three-quarters (77%) of participants consider external data to be an important part of their machine learning (ML) efforts. The most important external data source identified is social media, followed by demographic data from data brokers. Organizations also identified government data, market data, environmental data and location data as important external data sources. External data is not just part...
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Topics:
Analytics,
Business Intelligence,
Internet of Things,
Data,
Digital Technology,
Lease Management,
Streaming Data,
Streaming Analytics,
AI and Machine Learning
The technology industry throws around a lot of similar terms with different meanings as well as entirely different terms with similar meanings. In this post, I don’t want to debate the meanings and origins of different terms; rather, I’d like to highlight a technology weapon that you should have in your data management arsenal. We currently refer to this technology as data virtualization. Other similar terms you may have heard include data fabric, data mesh and [data] federation. I’ll briefly...
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Topics:
Analytics,
Data Governance,
Data Integration,
Data,
Digital Technology,
data lakes
Alteryx is a data analytics software company that offers data preparation and analytics tools to simplify and automate data wrangling, data cleaning and modeling processes, enabling line-of-business personnel to quickly access, manipulate, analyze and output data. The platform features tools to run a variety of analytic functions such as diagnostic, predictive, prescriptive and geospatial analytics in a unified platform, and can connect to various data warehouses, cloud applications,...
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Topics:
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Preparation,
Data,
AI and Machine Learning
Data governance is a hot topic these days. In fact, we are conducting benchmark research on the subject here. With increasing regulations such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), organizations face more external oversight of their data governance practices. The risk of significant fines associated with these and other regulations, coupled with organizations’ internal compliance requirements, has brought more attention to data...
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Topics:
Analytics,
Data Governance,
Data,
Digital Technology