The Role of Big Data and Unified Communications in Improving the Customer Experience

The Role of Big Data and Unified Communications in Improving the Customer Experience

November 22nd, 2013

According to Intel, from the dawn of time until 2003, people have generated five Exabytes of data. In 2012, we generated 500 times more data (2.7 Zettabytes). By 2015, it is estimated that figure will have grown to eight Zettabyes. That’s a whole lotta information!

So why does this matter for businesses?

A recent MIT Technology Review article defines “Big Data” as “a term describing the storage and analysis of large and/or complex data sets using a series of techniques including, but not limited to: NoSQL, MapReduce and machine learning.” Big data can uncover hidden patterns, unknown correlations and other useful information.

In particular, big data is key for Unified Communications.

Unified communications is a set of products that delivers a nearly indistinguishable user experience across multiple devices or media types, including IP telephony, unified messaging, voicemail, web conferencing and video conferencing. Information is shared among the different technologies for greater efficiency, simplicity and speed. The goal is to facilitate seamless communication among businesses, their customers and their employees.

Unified communications traffic is currently unstructured data – meaning traffic like video, social media comments and text messages are not incorporated into business databases. But data mined from unified communications traffic and contact centers could allow them to better serve their customers.

By accounting for, cataloging and indexing their own traffic from multiple touch points, businesses can gain more accurate, valuable information about customer wants, needs and behaviors – information that when used effectively can provide organizations with competitive advantages. These advantages may include helping them to make better business decisions, including spotting early business trends, improving marketing intelligence and efforts and directing research, as well as aid them in improving organizational processes and optimizing the overall customer experience. Ultimately, this may positively affect their bottom line.

1 Comment
  1. Toni Serrano

    Centralized ACLs for Filtering and QoS – VPFM provides the ability to monitor the traffic levels on the many links that connect a network together for excessive utilization or error rates. This information can be used in conjunction with flows observed in IP Flow Manager to create Roles and Policies within Enterprise Policy Manager against these links on the switches referred to as a Policy Decision Point or PDP.

Email Us or Call 1-800-345-4211