Businesses now have the ability to track almost all customer interactions and transactions across various devices and channels. They are looking at leveraging their data in new and innovative ways. Contact Centers also have quality assurance tools to enrich their data and make it more meaningful.
Businesses can now tap into the potential of enterprise data, and monetize it to create new opportunities and revenue streams. Gartner claims that, by the year 2020, 10% of organizations will have a highly profitable business unit specifically for monetizing information.
Data monetization is the process in which organizations take the data that they generate — the interactions they have with their customers, business partners and the entire ecosystem — and then package it and sell it to third parties, or use it to make internal process improvements to financially benefit the company.
The conditions for data monetization are lush: Massive amounts of structured and unstructured data; reduced storage costs; data-driven marketing campaigns that create relevant customer experiences; and better business intelligence and processes through the application of data analytics. And the possibilities are growing as technology advances and data becomes pivotal to brand longevity.
To develop a strategy and realize the full potential of data monetization, you need to assess your enterprise data. Ask some questions to get started:
Realizing revenue from contact center data can stem from some unexpected strategies. For example, a business may benefit more from internal actualization of the data as opposed to selling data to third parties.
As a company begins to look at the data it has available, ideas for monetization will evolve. But don’t be surprised if the resulting strategies aren’t quite what you expected.
The trend towards contact center data monetization may be driven by business objectives to not only utilize the contact center as a vital engagement channel for marketing and sales, but also to create methods to offset contact center operations costs.
Publish Date: January 10, 2018 11:05 AM