Productive Utilization of Data
According to Gartner, 25 percent of enterprises in 2016 will have a chief data officer in place. As the amount of accessible data constantly increases, so does the need to understand it. The availability of data becomes less important if you aren't able to easily extract it, interpret it, and utilize it for decision-making. For example, drive-time analytics allow trucking companies to predict traffic patterns and adjust their routes accordingly. Analysis of call center data enables managers to identify peak call volume times and to staff agents accordingly.
While call analytics is certainly not new, the availability and ease of access to data is what continues to improve for companies of all sizes. And it is the real-time or near real-time access to data and the way in which companies can immediately use that information to improve processes "in the moment" that will play an increasingly important role in business-critical decisions going forward. In particular, the improved ease of access to data is much more simple for SMBs and offers them more business intelligence and operational guidance than they've had previously – giving them more equal footing with enterprises in that regard.