Real-Time Analytics in Contact Centers: A Technical Deep Dive
Year: 2025
Type: article
Abstract: Real-time analytics has transformed modern contact center operations through the integration of artificial intelligence, machine learning, and advanced visualization technologies. This transformation encompasses a sophisticated three-tier architecture that enables seamless processing of customer interactions across multiple channels while maintaining high performance and reliability. The implementation of natural language processing engines and predictive analytics capabilities has revolutionized how contact centers handle customer interactions, optimize resource allocation, and maintain service quality. Through advanced visualization techniques and automated decision-making systems, contact centers can now proactively address operational challenges and enhance customer experience while reducing operational costs and improving efficiency.
Author: Nandini Suresh Kumar -
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4408914746