9 Real-Time Analytics Conquering the Unstructured Data Challenge ontact centers waste 90 to 98 percent of actionable customer insights because they lack the process, technology, and applications to cap- ture, analyze and leverage "unstructured" sources of customer communi- cations, rich with information and feedback. Phone conversations are often recorded, but rarely analyzed for new revenue opportunities. The Internet opened online communication channels between customers and enterprises, but companies have struggled to exploit the unstructured cus- tomer data received over the Internet because existing data warehousing, C