Use Cases

App Reference Design: Customer Experience Management

Big Data Solutions for Customer Service

The customer is king, and now with the power of Big Data technologies, companies can vastly improve customer satisfaction and increase customer understanding while also decreasing customer support costs. Data is both structured and unstructured, including voice data from support calls, web logs and clickstream data from online support portals, CRM sales and marketing information, email, text messages, and chat/IM. By combining these different sources, the support reps have more timely information at their fingertips, more inquiries are resolved online instead of in the call center, customer inquiries can be data mined at large scale, sales opportunities are identified for increased cross selling opportunity, etc.