"Context Aware" Call Centers, Other Processes Will Separate Big Winners from Big Losers

"By 2015, context-aware computing will be used to rejuvenate at least 25 percent of “commodity” enterprise processes that are currently perceived as “low value.”

Gartner said organizations that really understand business processes will explicitly or implicitly tier those processes in a hierarchy of value. Through the use of context-aware computing principles such as presence, historical pattern analysis and emotion detection, up to a quarter of these commodity processes can be rejuvenated, made more customer-centric and contribute even more to the organization bottom line.

Organizations that re-examine and revise commodity processes will find opportunities where none existed before. For example, call center emotion detection can transform stoic automated call routing into a more sophisticated customer experience while context-enriched, rote transactions (such as address changes, billing inquiries, simple information requests and check-out) can be transformed into cross-selling opportunities as new insight is gained into the “state” of the customer (for example, just married, recently divorced, moving, or joined military).

Gartner Says Between Now and Year-End 2014, Overlooked but Easily Detectable Business Process Defects Will Topple 10 Global 2000 Companies