Call Center Software for Business Analysis

Call Centers benefit from Skytide's next-generation analytical solution by identifying root causes behind customer behavior and changes to KPIs.

• Skytide performs cross-channel analytics across all data sources, including IVR logs, chat, email, web logs, and agent conversations.
• Skytide delivers continuously updated reports and results based on multi-dimensional analytics via popular presentation formats, including:  web dashboards, CrystalReports and Excel.
• Skytide optimizes the performance of existing call center applications, such as:  speech applications, performance management, and quality monitoring.

"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.  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.  I don’t know of any business intelligence software vendor who can do that."

CIO, A Global Call Center Outsourcer

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