CRM systems are used in organizations all over the world to collect and maintain data about customers and prospects in a structured form. However, what about the huge amount of data that is present in vague formats before it is structured in CRM systems. "Content Intelligence" is a natural language processing system that extracts meaningful data from E-mails, reports, customer interaction meeting minutes and assigns metadata to the content for ease of access by the CRM system users. This reduces a lot of workload for them as they do not have to read through vast amounts of customer interaction data. For more visit:

http://it.toolbox.com/blogs/insidecrm/harnessing-unstructured-data-for-crm-68008

Customer interaction analytics is gaining popularity nowadays. It provides information about contact center’s customers, workforce, effectiveness of current system and also strengths and weaknesses. Read more about how customer interaction analytics can benefit your contact center at: http://www.contactcenterworld.com/view/contact-center-article/4-reasons-you-need-customer-interaction-analytics.aspx?md=74f65882-a162-41dd-b17a-b0d20f0af75e&iz=3