Ajay Parashar, Tata Consultancy Services, India

The organizational adage ‘customer is king’ is not new. With a significant number of organizational resources devoted to understanding the ‘king’s’ needs and responding to them, this phrase, in today’s competitive business arena, is an understatement. With the increasing customer touch points and avenues for customers to provide formal/informal feedback, the modern day customer support ecosystem is a complex environment. There is a need to fuse the different components of support ecosystem to create a coherent system and Big Data platform is just the right catalyst that a flat-world organization today needs to re-energize its customer service effort and venture out to capture newer horizons. This white paper looks at the different components that make up the current customer support service environment and the challenges they pose to a uniform integration strategy. Finally it highlights how Big Data can be leveraged to achieve this strategy.

Big Data, Text Analytics ,Speech Analytic, Customer Support.