Customer Relationship Metrics, a provider of managed call center analytics and advisory service, announced the findings of a study on the importance of big data in today’s IT scenarios and the challenges associated with implementing big data analytics strategies in enterprises.

The study was conducted using Nielsen McKinsey’s NM Incite technology, which collects user-generated content from over 180 million sites worldwide, including blogs, message boards, usenet groups, Twitter, Facebook (News - Alert), and video and image sites.

The term, “big data,” has become one of the hottest buzzwords in IT circles in a matter of a few months. The usage of the term has exploded online, with the NM Incite data showing that big data was the topic of discussion over 20,000 times per month in the press, blogs, and social networks.

The hype around big data, however, does not reflect in the results, according to the research. Even world-class enterprises are struggling to get real value from big data mainly because they lack skilled knowledgeable workers.

The research found that today’s workers lack the ability to analyze and understand what the data is saying. They often fail to translate the data into real business action that drives bottom-line results and communicate recommendations to senior executives.

Dr. Jodie Monger, founder and president of  Customer Relationship Metrics, said, “Everyone in IT knows that the enterprise cannot afford to overlook the massive data sets they create. They know that these data sets contain a plethora of information that can help them better serve their customers. But nobody knows how to actually reach this Holy Grail.”

A report released from McKinsey & Co. in mid-2011, “Big data: The next frontier for innovation, competition, and productivity,” had, in fact, warned of a growing shortage of talent to leverage big data and make decisions based on data trends.

Customer Relationship Metrics offers managed or Software-as-a-Service (SaaS (News - Alert))-based end-to-end big data solution. It includes data integration, software, and analytics that can be up and running within 60 days.

The managed big data analytics service helps companies dig deep into their data, spotting trends that emerge from daily interactions with customers through call centers, e-mail dialogues, chat functions, and social media interactions. Analysis of data using speech analytics within real customer interactions allows companies to easily identify service issues that lead to customer dissatisfaction and fix them at the earliest.

According to Monger, “deployment is where big-data-based BI solutions break down most frequently.” By structuring the solution as a managed service, the company delivers real value from big data and business intelligence in an abbreviated timeframe, with no significant capital costs.

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