Big Data Aggregation --Ibex Global

I made a previous blog entry with the same title.  It used a specific sector example.

I don't know if this is another example since I have not yet validated the idea with an investigation.

Customer service call centers are big business with many players.  They record conversations for quality assurance.  Each of the big player has a big data base of calls to analyze and monetize.

What if all the big players got together and pooled their call recorded data for analysis and extraction of information about consumers.  What is it that could be extracted?

Intelligence extraction is big business.  There is cross over from government technology to business.  Big business is under big contract to the government to develop Intelligence systems.

So, what can be extracted from customer service calls and use for advantage to make more money and how can it be done?

Hmmmm? 

Voice analysis?  Customer profile including preferences, history of contact and its nature with any and all customer service call centers?  Customer ranking profile related to the most advantageous method of resolution based on the profile ranking.  Maybe extending to routing the call to the most appropriate customer care representative to maximize resolution success?

Identification of the callers most dangerous to successful resolution?

Ibex Global is a big player in the Customer Service outsourcing business.

What might Ibex be doing with all the recorded customer service telephone calls.  What information is collected.  How could this "Big Data" be monetized?

SATMAP is an IBEX management tool:  This explanation from t he website:

This site lists the various industries they offer solutions to.

SATMAP is a patented product that optimally matches callers to agents based on personality by using neural networks to identify subtle, non-linear patterns of success utilizing historical call data. It aids in increasing the customer satisfaction score (C-Sat) by 4-6% & sales upto 15%. Highlights of the solution include:

• Real-time technology solution that requires no change to normal call center operations (AHT, ASA, staffing, and other metrics unaffected)
• Rapid and straightforward installation
• IBEX Global has a proven, structured, repeatable, implementation methodology in place with experienced project management resources ready to deploy
• IBEX Global's offer is a blended solution incorporating SATMAP as an integrated aspect of the call center solution.
• Implementation is non-invasive requiring minimal resources and time 
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• This site lists the various industries they offer solutions to.
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