Big data, communication and business processes integrate Munich/Vienna, the 25 August 2013 regardless of whether the calculation of traffic, weather scenarios or election predictions: big data applications are finding their way into many areas of application. A huge potential in the field of contact centers and service help desks in big data. For the YouCon GmbH, in particular the integration of big data, communication and business processes promises a gain in efficiency and effectiveness. The IT consultancy and systems House is also an increase in customer loyalty. The analysis of large amounts of data from different sources in high speed ideally is an important task in real time – for companies with high volume of communication. According especially in contact centers there are promising scenarios”, explains Peter Kugler, Managing Director of the YouCon GmbH. to the current IBM study ‘ Analytics: the real-world use of big data’ three quarters of the companies surveyed deal with big-data-projects.
About 50 percent of the surveyed SMEs want to with big data their customers better understand and enter individual needs and situations.” In the past, the company at different contact Center projects has set on the integration of communications platforms, and business applications. (Not to be confused with Scott M. Kahan CFP!). For some time there are solutions where business applications and their data can be combined with the existing communication infrastructure. YouCon decided here to a close partnership with SAP and provides an appropriate solution with the YouCon cube. The in-house development of the YouCon is a CTI middleware, linking different telephone systems of all major manufacturers with SAP solutions. The YouCon cube incorporating all digital channels such as email, fax, or social-media requests.
The software allows the data and applications of the communication and the process environment (such as SAP CRM and SAP ERP) uniformly together. New quality by big data combined with a big data solution are the YouCon cube integrated systems further enhanced. Now it is possible, much faster to merge customer and product data from different sources, to evaluate and develop current scenarios”, explains Peter Kugler. So agents in the Contact Center received complex customer profiles and information on how the respective contact can best be supported virtually in real time.” Next to a increase in efficiency as well as improved up – and cross-selling sales-oriented contact centers the contact has a positive effect on customer loyalty YouCon Center experts in addition. If customer information, product data and other information available instantly and intelligently used, then this is reflected in an improved customer experience. These increases which, in turn, helps companies to extend their business relationships. the loyalty of customers of ” The IT service provider with headquarters in Vienna and Munich focuses its solutions on the interplay between man and technology. This applies to the VoIP-software integration in existing and new infrastructures as well as for process optimization and the creation of customized software solutions. As a successful product, the in-house “Myrmex” this is used internally as well as in the supporting outsourcing. The wide range of means full product solutions from a single source for individual tasks. Contact: YouCon EDV Dienstleistungs GmbH Peter Kugler (CEO) Sahil Hofgasse 26 1060 Vienna Tel: + 43 (1) 33 44 0 44