International Journal on Science and Technology

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Real-Time Analytics in Contact Centers: A Technical Deep Dive

Author(s) Nandini Suresh Kumar
Country United States
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.
Keywords Artificial Intelligence, Contact Centers, Machine Learning, Real-time Analytics, Visualization Technologies
Field Computer
Published In Volume 16, Issue 1, January-March 2025
Published On 2025-03-21
Cite This Real-Time Analytics in Contact Centers: A Technical Deep Dive - Nandini Suresh Kumar - IJSAT Volume 16, Issue 1, January-March 2025. DOI 10.71097/IJSAT.v16.i1.2642
DOI https://doi.org/10.71097/IJSAT.v16.i1.2642
Short DOI https://doi.org/g892f7
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