At the enterprise level, organizations can tackle the problem of being overwhelmed with information with a combination of process and technology. Naturally, many data management solutions can help, but it’s the individual employees who are tasked with organizing and acting on the information they receive.

Let’s step back from all of the questions on “how” big data and data analytics can be applied, and take a peek into “where” it would work within the enterprise. This high-level view isn’t meant to ignore the outstanding challenges big data poses in areas such as integration, storage and mining; rather, it’s a point of reference to where the trendy topic could be practical.

Customer service optimization (CSO) is a technology-enabled discipline that puts customer service professionals in position to deliver outstanding service. The goal is to correctly resolve each incident without subjecting customers to time-consuming and annoying delays such as waiting “on hold,” having to explain their problem more than once or feeling that they are participating in on-the-job training of customer service agents. At the heart of CSO is the ability to access the best, most relevant and up-to-date information available in the organization. Therefore a robust and powerful search capability is an essential component. Being able to quickly find relevant data on a topic, regardless of where it resides and what form it is in, is often the key to achieving the goal of resolving incidents in a single call or interaction. Learn more in this informative white paper.