Analytics in the contact center has presented big opportunities for improved operational productivity, performance, and customer service. Analytics has its own set of issues however, as the information it provides is often focused on limited functions or operations and is not an accurate portrayal of overall performance across the enterprise.

Instead what organizations need is a unified analytics solution that integrates data and information from a variety of applications and sources. This paper will define the currently available analytics applications, clarify the specific problems addressed by each, and provide insights into the value of unifying these applications.