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Monitoring agent and customer behavior is an increasing focus for enterprises as they try to better understand customers

and how to increase revenue from their customer installed base. There is a large amount of historical data available and

enterprises are beginning to use this to provide better customer service. The way metrics are used is changing to be more

customer-centric rather than just measuring call length and calls answered. At the same time, analytics are being used to

provide real-time feeds to agents about how to respond to customers. This enables enterprises to streamline business

processes and provide more consistent services. As well as using analytics to provide scripted recommendations to agents,

vendors are also offering capabilities to change the prompts as the agent adds information about a call into the application.

Using real-time information alongside historical customer data enterprises can more intelligently provide prompts to agents

based on a customer’s mood or request. This is something that is growing in capabilities and enterprises will start using this

technology more readily in the next couple of years.

Different vendors must work together to tighten integration between contact center infrastructure, CRM, back-office

applications and new top-level unified solutions. As contact centers move to IP and enterprises adopt a service-oriented

architecture (SOA) approach, it is paramount that CRM vendors work more closely with contact center infrastructure

providers in order to ensure that solutions work together seamlessly and information can be accessed from previously

siloed environments. Unstructured data is able to be mined and analyzed using sophisticated CRM analytic tools. At the

same time niche vendors that provide specialist integration services, unified desktop or portals need to work alongside

traditional CRM vendors rather than try to compete with them to capitalize on opportunities in the market. Enterprises...