Software technology is evolving quickly, especially for data. First came analytics, then insights. As data collection and storage tools increased we needed to collect more and more with less effort.
Today the “hype” is primarily around using machine learning and predictive algorithms to scan immense data sets looking for patterns, trends, and outliers to identify process gaps, revenue and attrition trends, and other valuable details.
So, scanning your whole data set does create some statistical accuracy, but that is still after the fact measurement of what has already happened.
What if you could spot problems as they are happening?
What if there was an engine that could identify patterns and alert you proactively with a confidence score plus the data set that the issue was found in?
What if the engine came with targetted use cases for the contact center to find IVR, Script, scheduling, or other operational issues?
Here at elevēo, we are thrilled to begin a new initiative that will do just that! We are taking a huge innovation leap and so happy you are here to join us for the ride.
The big idea: you take a former rocket scientist data genius, a contact center expert, Kafka, Java, and Solr developers and you give them the top contact center operational problems and ask them to find them within transcription, omnichannel interactions, QM, and other contact center data. Then you simplify notifications about those problems so that anyone can understand what is happening and how to resolve it.
The challenge: making the results actionable, valuable & legible to contact center leaders who can then take action to solve IVR, script, scheduling, or other problems quickly. An identified issue may exist in hundreds of thousands of rows of data but not be easy to spot without illumination.
Of course, there will always be a need to verify that changes made things better, not worse. Like a ship, small rudder changes in a contact center can provide very different results.
Look for more information about this exciting new offering later this year at www.eleveo.com
