This document discusses call center analytics and the benefits it provides. It can handle billions of events daily at low latency and high availability. Real-time analytics allow for appropriate actions and massive scalability. Analytics provide insights into customer experience, quality, productivity, sales, marketing, operations, agent utilization, R&D, and social media sentiment. Semantic queries and machine learning are used to generate reports, predictions, and probabilities. Benefits include improved customer experience, growth, retention, and insights across various metrics and key performance indicators.