UC Analytics: Is this the Real Human Centric Data Model?

May 26th, 2010. – By: Samantha Kane

In today’s era of customer relationship management, businesses must strategically invest in tools that will improve the customer experience and maximize customer lifetime value. Best-in-class organizations are increasingly deploying powerful tools for customer analytics—including tools for automated modeling, real-time scoring, interaction optimization, and incremental response modeling.

So what does this have to do with Unified Communications? Everything! Achieving customer centricity requires a holistic, enterprise-wide view of the customer experience.

Organizations need to take a broader view of information, a more effective process to analyze data to understand what is happening and why, and determine a way to improve workflow across and within departments, including external stakeholders.

The rest of this White Paper can be found at http://www.ucstrategies.com/unified-communications-expert-views/uc-analytics-is-this-the-real-human-centric-data-model-where-organizations-can-connect-all-the-dots.aspx

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Good article, Samantha! UC analytics has to take into all forms of communication contact and response, as well proactive, self-service applications that will initiate contacts with different types of end users. We need the analytics to understand what is going on operationally and why, not just to evaluate staff performance. With the flexibility of UC, we also need to track the cross traffic between the various forms of contact, especially as users become more mobile. Such information won't be coming from a single source of activity data, but from a variety of sources. Correlating communications activity with business process work flow, is, of course, always an important source of metrics.

  • Art Rosenberg on May 26th, 2010 at 12:50pm

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