Today's contact center must leave traditional approaches behind and transit itself into a real-time customer engagement center. According to Donna Fluss (founder and president of DMG Consulting), real-time analytics is quickly becoming a necessity in customer service. Recent innovations gives an organization a practical approach to use real-time input from customers and enterprise business intelligence solutions to optimize service experience. Real-time speech analytics takes traditional speech analytics to the next level, looking at interactions while they are happening. According to Frost & Sullivan's "2014 Big Data and Analytics Survey", it was reported that 75 percent of firms have either deployed or plan to deploy a real-time analytics solution in their organizations. Read more at: http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/5-Hot-Customer-Service-Technologies-100524.aspx