Computers and robotics perform more workplace functions than ever today. However, there is still much investment and development for one-off systems, applications and business processes creating even more data silos in the enterprise. The cost of data choke holds has resulted in companies searching for, and investing in, the promise of Big Data and analytics solutions into manageable unified data. Key to the data silo dilemma is to unify data into a collaborative and holistic view of everything, utilizing workforce optimization solutions to combine front and back office interactions and processes and the resulting data for analysis and reporting.
Real World Issues Solved with Data Unification
For example, one Company that provides business information, data and marketing solutions required better processes to reconcile data. The Company utilizes call center agents to perform outbound calls. Each call is considered a customer transaction that starts from the telecom platform, and is recorded and monitored by workforce optimization (WFO) applications. The transaction is then processed using the Salesforce.com, CRM tool. Each transaction requires validation by accessing and playing a specific call recording in order to validate the data and processes utilized during the transaction.
Without unified data, the manual data collection, reconciliation, and transaction verification process imposed extensive costs, labor and delays. It introduced many opportunities for human errors that could further reduce productivity and jeopardize the quality of data collection. Additionally, the Company did not have a unified view of processes and transactions across various platforms in order to improve performance and its customers’ experience.
Data Unification Solution to the Rescue
Deploying an enterprise-wide unification solution, automatically collected relevant, user-defined data from the Company’s enterprise platforms. The solution then normalized, unified and deposited the data in a single place. This significantly improved productivity related to the processing of transactions. Several additional solutions were also employed to provide integrated WFO, including call recording, quality assurance, and desktop analytics with PCI-DSS compliance.
Bottom Line Benefits of Unified Data
- Unified data offers a significant improvement in productivity, reducing costs and eliminating human errors.
- Customer transaction journey can be monitored and viewed from a single place in order to evaluate and improve the customer experience and/or processes.
- One click from the CRM, enables the users to access and utilize the entire WFO set of applications to perform monitoring, quality assurance and analytics functions.
- Access to previous transactions is simple, eliminating the need for labor intensive, time-consuming investigation and reconciliation of records.
The Company is now effectively managing data, protecting their business and complying with rules and regulatory requirements with the help of unified data.
How are you handling data unification and your disparate systems?