There are two main goals for this thesis. First is to make a handbook of big data. Make big data understandable and the related terminology clear as well as gather all the related information into a concise form. Second is to find ways how usage of big data could be made more efficient now and how it could be improved in the future.

This thesis is mainly built around already existing factual data on big data. Such as books, websites, courses and so on. Data based around contact centre environment was mainly based on a personal work experience as a customer advisor and factual internal information.

The thesis came into the conclusion that big data is a phenomenon in a time when phenomena come and go extremely fast and will likely be replace with another phenomenon in the future. Also it was shown that currently only a small part of big data’s potential can be used and optimal usage can only be reached with development of technology.

Big data is everywhere and it affects everyone. It would be beneficial to research usage and handling of big data in different companies and different fields of business. That would widen the perspective very much compared to only seeing a customer service point of view. Also it would be beneficial and informative to see other systems and views of utilizing big data, as it is likely that some companies can use the potential of data better than others.