Gain customer insight by analyzing data from all call center channels

Your call center is your company's primary direct point of contact with your customers, serving a vital role in building and maintaining strong, long-term client relationships. You've implemented many processes, systems, and applications, each providing valuable information about your customers.

However, the challenges to making sense out of all of this data to yield a clear understanding of customer behavior and business performance are formidable:

• Information is generated from many different channels, such as your IVR, email, chat, instant messaging, and calls
• Data arrives in new, complex formats that are unrecognizable to existing business intelligence and analytics tools
• Existing call center applications can only tell you only what happened, not why it happened, because they cannot analyze data from multiple communication channels and they lack root cause analysis

Educational Webcast — Learn how to gain insight into business performance and customer behavior by using next-generation business analytics from Skytide.

Many applications. Huge volumes of data.

Each call center software applications reports only on its own piece of your world, is limited by the data to which it has access, and cannot provide insight into the underlying root causes — the why behind the what. You have likely implemented the following applications, each of which creates and operates on its own silo of data:

• Speech Applications
• Performance Management
• Quality Monitoring
• Workforce Management
• Knowledge Management

Skytide’s next-generation analytics platform is able to analyze simultaneously data from all of these applications, as well as from other business systems such as your ERP and financial applications, to provide a far more robust picture of your customers and business. Learn more in our upcoming educational webcast.

Skytide speeds analysis of all data from all sources.

Skytide offers the industry's first and only call center software solution specifically designed to address the analytical challenges inherent to doing business in today's information rich contact center. The XML-based Skytide Analytical Platform integrates with and pulls together data from all of your current contact center applications as well as other sources to provide unique analytical capabilities and custom reporting without overloading your IT organization. Register for our upcoming educational webcast.

Special Offer: Software Trial Offer

Business Intelligence does not have to take millions of dollars and months to implement. Let us show what can be accomplished in just one day with our next-generation BI solution. Sign up Now.

Our customers say it best

We were having a very hard time creating call segmentation reports for our clients' outbound campaigns. The reports were based on three sources of data: 1) data coming directly from our Avaya phone switch; 2) data from our marketing database; and 3) data from our proprietary customer management system.

A traditional BI system would require us to create and populate a datamart, build an analytical model, and then complete the actual analysis and reports — a process that typically takes several months.

Skytide accomplished the same thing in only a few days! The most amazing thing about Skytide was that they committed to completing a project in a few days without even seeing our data or our analytical requirements. I do not know of any business intelligence software vendor who can do that.

— CIO, Call Center Outsourcer

"When we saw the Skytide product demonstration we were impressed by how easy it was to go from raw data to a comprehensive report in a single step.  At the time we thought that this was just good salesmanship.  After we started using the Skytide product within our IT organization I realized that I was dealing with a new business intelligence paradigm wrapped into a slick and easy to use implementation. A rare case of a vendor underselling the ease of use."

— IT Manager, Call Center

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