Data and Analytics

Data and analytics

Build a trusted data foundation to drive CX outcomes.

Data: The fuel for a modern customer experience

The signs of fragmented customer data are everywhere: conflicting reports, inconsistent automation, and AI use cases that never make it out of pilot.

For four decades, TTEC Digital has built data solutions within the CX ecosystem, including deep expertise in turning voice conversations into actionable customer insights. Our strategists, data scientists, and engineers unify and govern customer and interaction data — connecting what customers say with how they transact and engage. The result is a trusted foundation for better decisions, more effective AI, and continuous CX improvement.

Wherever you're starting, we'll build the data roadmap to achieve your goals.

Identify growth levers with a unified customer view.

Disconnected data hides customer intent. Connect it across systems to uncover hidden opportunities and inform new acquisition strategies.

Unlock personalized engagements that drive customer lifetime value.

Customer insights lose value when they don’t lead to action. Use voice and transaction data to recognize customer needs and act at the right moment.

Reduce cost to serve with AI built on data it can trust.

Unreliable data holds AI performance back. Build a governed foundation that helps AI and automation improve efficiency and customer experience.

The data solutions behind every great customer experience

CX data
strategy

Evaluate the sturdiness of your data foundations today and unpack what a future-proof roadmap would look like including domains, ownership, and governance. Each strategy roadmap focuses on your outcomes, not platform milestones.

Knowledge management

Stand up a best-in-class knowledge management system (KMS) and the content intelligence behind it, including content grading, curation, and preparation for AI.

Customer analytics and predictive modeling

What customers say can be as revealing as what they do. We build predictive models from your transaction data and contact center conversations, and activate them across CRM, contact center, and marketing channels. That way you can reach at-risk customers before they leave, make the right offer at the right moment, and focus spend on the customers worth the most.

Customer Data Platforms (CDP) and data consolidation

A unified profile is what makes personalization at scale possible. We handle CDP design, data modeling, and activation, connecting that profile to the service, sales, and marketing systems where it informs the customer experience.

Reporting, BI, and embedded analytics

Our prebuilt connectors pull data from your CCaaS, CRM, and other CX platforms into one reporting layer, built around the metrics that matter to your business. The result is customer, agent, and technology performance in a single view that you can use to feed predictive analytics and AI.

Conversation
analytics

Unstructured conversation data holds your clearest customer insight. It's also the hardest to analyze — especially voice. We specialize in voice analytics, examining 100% of your interactions across all channels to surface friction points, automation opportunities, early defect signals, and compliance risk.

33%

Increase in patient retention year over year by identifying at-risk patients for an eye healthcare provider.

25%

Increase in first contact resolution by analyzing customer intent signals for a major US sports league.

Your data lives across every platform.
So does our expertise

Your customer data is spread across contact center, CRM, marketing, feedback, and enterprise systems, and no single platform vendor can see the whole of it. Our CX strategists, data scientists, business analysts, and engineers are certified across all of them, which is what it takes to unify that data into one governed foundation.