Analytics is the fastest growing segment in the contact center and for good reason. Analytics is hot because customer service has become the defining factor for businesses success or failure with attracting and retaining customers. Analytics helps us determine our audience, prospects, and what our customers like and want, and how we treat them, or should be treating them. The contact center is rich with data from customer interaction, customer relationship management, agent performance management, to Voice of the Customer. But there is more. The emergence of Big Data promises to deliver even greater insights and benefits.