SigmaWay Blog

Automatic Call/Contact Distribution (ACD) is a software that enables contact centers to route customer inquiries to the customer support representative who has the skills to best handle their specific needs. Apart from the ability to route customers to the appropriate agent, ACDs have a variety of additional features that help in keeping efficiency high and costs down. Inbound/outbound call blending is another popular offering within an ACD. A quality ACD system imports customer data from company CRMs and passes it along to the agents so they can handle requests with all available information. An automatic call distributor takes a lot of the heavy lifting out of the routing process for contact centers, creating a more enjoyable experience for both customers and agents. Read more at: http://www.incontact.com/blog/what-is-automatic-call-distribution-acd/

It's all about customer experience - make it better using Data Driven Marketing! It's important to treat them like true customers by taking them through personalized life cycles. Normally, customers are expected to feed the website with lots of data regarding their preferences and personal details. So there is a lot of data in the hand of an owner. But the value lies in effectively scaling data and analytics to enrich their journey. Thus, planning the marketing strategies by keeping in focus the results of this data analytics. The article written by Kevin Lindsay digs deeper into the power of Data Driven Marketing at: http://blogs.adobe.com/digitalmarketing/personalization/strength-in-numbers-best-practices-for-data-driven-marketing/

With tons of data available with marketers to measure the impact of their business, one thing that need to be kept in mind is not to get entangled in measuring everything. Measuring something that does not have the capability to influence your corporate strategy isn’t a good idea. Knowing what your business is trying to achieve and then deciding on marketing metrics is foremost.  Steve Robins, principal of Solution Marketing Strategy, in an article in TechTarget provides the following points of advice to detangle your metrics:
• Separating strategic KPI’s from nonstrategic metrics
• What to measure?
• Operationalizing KPI’s
• Metrics predict the future
• Finally, looking at best practices
For more insights into this piece follow the link:  : http://searchcrm.techtarget.com/feature/Dont-get-tangled-in-marketing-metrics?utm_medium=EM&asrc=EM_NLN_45313060&utm_campaign=20150716_Spend%20management:%20Were%20SAP%27s%20procurement%20acquisitions%20really%20worth%20$15%20billion?_jbiscobing&utm_source=NLN&track=NL-1815&ad=901719&src=901719

In the gambling industry, the house with most information wins the game. And it’s no wonder that Big Data is changing the world of gambling. Betting firms are now making extensive use of Big Data and analytics to manage their business and stay at the apex of the game. Big Data services empower gamblers by giving them more information and helping them to plan strategies more effectively. Big Data is also transforming sports gambling. With lots of data to collect and analyze, sports organizations are using it to study players and their tactics. Gamblers are now using Big Data as a way to get the odds in their favor and this has led to the growing popularity of fantasy sports betting. Gamblers are not only using Big Data for their games but also to improve their marketing efforts for example the casinos are analyzing customer data to develop personalized marketing campaign. Read more at:https://channels.theinnovationenterprise.com/articles/how-big-data-is-changing-the-gambling-world

Banks, when adopting a mobile-first strategy, should look beyond mobile apps. To achieve a successful mobile-first strategy, banking sector should deploy data analytics. Although several tech giants are threatening traditional banks with their mobile enabled financial services, banks possess certain advantages. They are a trusted source for financial services and have maintained long-term relationships with millions of customers. Banks possess a wealth of customer data, transactional data to be specific, which can be leveraged to gain insights on customers. This will help banks to understand customer behavior and target their behavior. Read more at: https://channels.theinnovationenterprise.com/articles/7649-banks-are-pioneering-the-mobile-revolution-but-can-they-see-beyond-the-app

According to the H.O. Maycotte (Austin Tech), Success in real time means collecting, assessing and acting on real-time customer data.” Ability to collect data and respond towards that data separates successful brands from the crowd. Steps to make real-time data and real-time response part of your operations, especially in marketing and customer service:
• Collect and consider real-time customer data in context.
• Look for context beyond the customer.
• Give mobile and social the central roles they deserve.
• Act fast.
• Anticipate your customer’s next move.
Read more at: http://www.forbes.com/sites/homaycotte/2015/06/16/5-ways-improve-customer-service-with-real-time-data-and-real-time-responses/

With the rising importance of big data, organizations are now collecting and storing data, but many don't put it to good use. Retailers can leverage customer data to make personalized recommendations about offers and promotions thus providing a shopping experience customized to individuals. Analyzing customer data can help companies to identify customer preferences for products and the prices they are willing to pay. Customer data can be used to identify the most relevant users to ask for feedback, create new products or services and provide better customer services. By analyzing customer data, companies can identify patterns of behavior of customer data and thus formulate targeted marketing strategies, improve organizational effectiveness and reduce risk and fraud. Read more at: http://www.cio.in/feature/8-ways-to-make-the-most-out-of-your-customer-data

In modern world, there has been an increase in communication channels and hence this customer-centric era presents both challenges and opportunities for businesses. Companies must have the skill to connect to the data sources relating to customer experience. Hence, nowadays the big data challenge has gained more importance. In case of customer experience management, the data needs to be combined with unstructured customer feedback data and this is important in order to have a complete picture of customer experience. Data governance plays a crucial role here. One big challenge of customer data is that they don't know which data is more relevant in the first place. Data governance creates the base for the common understanding of the customer across the business.

To read more about customer data governance, please follow the link :

http://www.computerweekly.com/blogs/Data-Matters/2015/05/the-growing-importance-of-data-governance.html

Convenience store retailers may eventually reach a point of diminishing returns and so they are trying to find out ways to use transactional promotional and loyalty data in a better manner. we could get valuable insight from Big Data by deciding what type of data streams could combine to provide insights. According to Jim Manzi of the analytics firm Applied Predictive Technologies, Arlington, VA, if retailers want to understand how certain business choices affect the bottom line, Customer Data, Transaction Log Data, Weather Information, Area Demographics and Competitor fuel pricing must be prioritized. Full-motion video from all stores, High-volume website clickstreams, and Raw Twitter feeds are less important. According to Manzi, tweeter feeds are not that important for analysis as they cannot help to out the cause and effect on key-metrics. There is a "first law of big data usefulness," said Adrian Bridgwter a contributing editor at Forbes magazine. The first law says, "The degree to which we take the exact depth of big data analytics is directly determined by the corresponding level of insight it produces and where we can still say that we gain 'productive incremental value' from doing so." Businesses like convenience stores gather a lot of information for regulatory purposes, which could ultimately be analyzed as people grow in their technological sophistication, Bridgwater said. Read more at:

http://www.cspnet.com/industry-news-analysis/technology/articles/what-first-law-big-data-usefulness