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Call Centers and Big Data: Improving Business Intelligence


When most people talk about Big Data, they think they’re referring only to the explosion of information gathered from Web sites. That’s not quite correct. Big Data is a bit misnamed. It’s not about the size of data, but about the large variety of data coming from many sources.

One key involved in Big Data is the ability to understand unstructured data, data that’s not in the simple row and column format you see in a Microsoft Excel spreadsheet. While Web pages is what first comes to mind for many, you run a call center. You know there’s a lot of business critical information contained in each call. Spending time to listen to each and every call is not cost effective, so you scan a small selection of calls and make judgments based on that.

Wouldn’t it be better if you could use technology to analyze each and every call, checking for keywords and phrases, and using artificial intelligence to quickly provide business intelligence with far more accuracy? You could make better business decisions more quickly, helping improve call center performance.

That’s where CallFinder speech analytics can help. By combining advanced analysis techniques with the Cloud, CallFinder offer real-time analysis of customers’ needs at a dramatically lower cost for implementation and support when compared to dedicated, on-premises hardware-based analytics products.

CallFinder offers companies an affordable and simple way to record and analyze 100 percent of your calls, bringing modern business intelligence techniques affordably to enterprises and small to medium-sized business (SMB) markets.

Please contact us to learn more about crafting amazing customer experiences for your clients.

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