Why 80% of Contact Center Data Goes Unused (and How to Fix It)
In today’s fast-paced CX environment, data is everywhere—but much of it remains untapped. Contact centers capture vast amounts of valuable information, yet studies show up to 80% of this data goes unused due to siloed systems, manual reporting challenges, and a lack of real-time analytics. This case study explores how DATAMARK helps organizations break down data barriers by leveraging AI-driven insights, automation, and BI tools. By transforming raw data into actionable intelligence, contact centers can enhance agent performance, predict customer needs, and shift from reactive to proactive decision-making.
Introduction
Contact centers generate a mountain of data daily—call recordings, chat logs, CRM notes, QA forms, survey scores, and more. But studies show that up to 80% of that data goes unused. It’s either trapped in siloed systems, unstructured and unanalyzed, or too time-consuming to process manually. As a result, CX leaders miss early warning signs, coaching lags, and strategy becomes reactive instead of proactive.
Why It Happens
Artificial Intelligence (AI) is transforming the way contact centers
operate, enabling faster, smarter, and more personalized customer interactions. At the heart of this transformation are two key types of AI:
- Disjointed Tools: Your CCaaS platform, CRM, QA tools, and transcription system don’t talk to each other.
- Manual Reporting Bottlenecks: Reviewing calls and compiling insights takes too long.
- No Real-Time Visibility: By the time the data surfaces, the customer has already churned, or the issue has escalated.
The Fix: Activate Your Data in Real Time
DATAMARK helps you bring your data to life by:
- Integrating CCaas + CRM Data: We connect your contact center and customer system data into unified Power BI dashboards.
- Using AI to Process Conversations: We connect your contact center and customer system data into unified Power BI dashboards.
- Surfacing Agent Knowledge Gaps: DataSmart reveals what your team is searching for and where support is needed.
- Custom Dashboards for Every Client: DATAMARK’s engineering team builds tailored Power BI dashboards for each client – offering live, actionable insights across all channels.
The Result: From Data Chaos to CX Clarity Power Bi:
- Spots trends before they become problems.
- Improves agent coaching and performance instantly.
- Makes data-driven decisions daily, not monthly.
Call to Action
Don’t let your most valuable CX data go dark.
Partner with DATAMARK to unlock real-time insight from every call, case, and customer interaction.
Give us a call at 866-326-4887 to schedule a discovery session or demo today!
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MORE DATAMARK CASE STUDIES
We help Fortune 500 companies, large enterprises and government agencies address the greatest challenges to their businesses to increase their profitability as they grow. Explore the case studies below to learn how we’ve helped our customers and how we can help your business, as well.
