According to Tracey E. Schelmetic (TMCnet Contributor), many small organizations with contact centers that could have improved their services to customers by using analytics were earlier forced out of competition. They were unable to bear the high capital costs of instigating such solutions unlike big companies with greater access to large amounts of data resources that have been able to use analytics solutions to run their businesses more efficiently. However today, cloud-based analytics solutions are helping even the smallest contact centers by turning all the communications with customers into useful data that can be used to provide better analytical solutions in the customer support operations thereby, leading to superior customer satisfaction ratings. Read more at: http://www.tmcnet.com/channels/workforce-optimization/articles/383244-smaller-companies-reaping-large-rewards-from-contact-center.htm