Welcome to the ShoreTel Brilliantly Simple Blog

“Big Data” And Business Intelligence

By: Andrew Lee, Marketing Analyst

With the advent of the cloud, social media, the term “big data” seems to be the current buzzword in the information technology sphere these days. Broadly speaking, it is used to refer to data sets that are just too huge for traditional systems (like relational databases) to house and/or analyze.

Most organizations’ preoccupation with data is being able to use it to provide analytics and business intelligence. Until recently, it is safe to say that most of the needs have been relatively satisfied by data warehouses and business intelligence tools from the widely known vendors (I won’t mention them here).

However, with the explosion of big data, even these large vendors are themselves in the midst of creating products and technology that will be able to analyze this information in useful and meaningful ways. New architectures and processing algorithms are being invented and it is indeed a new frontier. Moreover, big data is also projected to continue it’s exponential growth for the foreseeable future.

So why bother?

In the future, companies who want to be innovative, productive and have an edge over the competition will be those that can harness this information to gain greater insights of both customers and prospects. Imagine if this wealth of information was immediately transparent in decision-making events. The potential is enormous. Imagine if an organization can successfully integrate big data from multiple data sources and be able to know every touch point of each of its customers.

One Response to “ “Big Data” And Business Intelligence ”

  1. Great piece Andrew. Your cloud brothers agree wholeheartedly. M5 customer’s have been benefiting from actionable metrics for years. Midsized enterprises need data too and the beauty of putting your phones in the cloud is that most likely, your data is in the cloud already(with salesforce.com leading the way.) Combining the phone with your CRM, for example, helps sales managers get leading indicators of whether a new sales person is going to make it (Fire Faster-the most expensive cost in a business is a failed sales rep…rip off the band aid…its too late by the time they missed quota…that’s like finding the black box on an airplane…its nice, but you would rather the plane not have crashed). If the issue is training, not effort, you can fix them. But you don’t know without the data. Forecasting gets easier as things like inbound calls or quality calls (calls over 4 minutes) can be automatically measured to eliminate the sales person’s “gut” as the sole source for accuracy. Marketing campaigns can be measured. Customer data in your call center can be easily mashed together with traditional call center metrics like abandoned calls and hold times. This gives you an incredible picture of what is really going on with your customers.

    Bottom line is big data or little data, what you can measure improves. Start by making it easy to measure and it opens up a whole world of possibilities.

    Brian Klansky M5 Networks-Shoretel’s Cloud Division

Leave a Reply