Enterprises are tasked with managing an overload of data and limited time to act on it. That’s one theme that kept resurfacing across the Contact Centre Expo at Excel London.
Speakers pointed to the widening gap between aspiration and execution, especially as AI exerts increasing pressure to demonstrate innovation.
As Natalie Higgins, Solutions Sales Executive at NiCE put it:
“There's an overload of data and a very short amount of time… frontline team managers, supervisors, executives are spending hours trying to mix all of this information together, but by the time they've done that analysis the opportunity has passed.”
The manual approach of the past no longer matches the pace of the environment. “The speed to deliver has changed,” Higgins said, “Using the manual, time consuming process does not make it easy for you to drive continuous optimization.”
Too Much Data, Too Little Clarity
Speakers acknowledged a repeating cycle. Enterprises face the same issues year after year but struggle to move forward. As one speaker put it, “Even though we've had the same challenges and outcomes for the last 10 plus years, organizations are stuck,”
“And why is that? Because there's too much data that we don't make enough sense of.”
Describing the challenge as “super hard”, Higgins noted that “demands keep increasing and the challenges are rising… the speed to deliver has changed, and that's what makes it difficult.”
In the rush to respond quickly, teams confront a wall of questions: “Where is my data? What data do I have? And how on earth do I go about it for any particular solution?” Higgins said.
The issue is not the lack of data but the lack of time, capability, and coherence to make it usable.
“There is a massive disconnect between the strategic direction that a business wants a company to go in and actually, how do you get to that insight?” said Andrew Tucker, Solution Engineer at NiCE.
“You know that the data exists for you to be able to make the decisions and roadmap these initiatives.”
Data silos make it difficult to move with agility. “There is a massive time lag between ‘I want to achieve a certain thing,’ and ‘here is a roadmap for how you achieve that,’” Tucker added.
To make matters worse, “we're layering on an extra level of complexity… caused by every single vendor out there… pushing the AI narrative.”
