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There is a lot of talk about using analytics to improve operations and business performance in the contact center, but most companies are barely scratching the surface when it comes to making good use of all the data being captured in their ACD, IVR, CRM, WFO and other call center systems.

Below is an infographic that will help you understand the value of doing cross-system customer engagement analytics with your contact center data. And if you take the plunge, you can improve the customer experiences you deliver, your customer service strategy, and the outcomes of every customer interaction. The rewards are proven to be worth the effort.

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cross-system-customer-journey-analytics-infographic

About the Author

Rich is a member of the Customer Journey Platform marketing team. He has built a 25-year career in Silicon Valley bringing new B2B cloud and on-premise software technologies to market including contact center systems, Big Data analytics, Business Intelligence, interactive development environments and web application servers. He has held sales, product management, product marketing, solutions marketing, partner marketing, GM, VP and CMO positions.