Collecting data is important to make operations efficient in a company. But, it is found that collecting and storing data is not enough. Companies must connect and analyze that data across organization. The purpose of data (structured or unstructured) is to extract insights and take accurate decision. But now it is becoming important for companies to connect data, including data from the contact center with the rest of the organization for an integrated view of the customer. Companies should utilize data to combine analytics from the contact center, workforce management, CRM systems, website, social media, surveys and product engagement tools. Read more at: http://callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1197/Default.aspx