Skytide Insight for Call Centers

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Analytics & Reporting for the Call Center

“Today’s contact centers generate more data than virtually any other part of the business. As a result, collecting and analyzing this data to more efficiently handle calls, retain customers and generate revenue for the company can become a daunting task. However, with the right analytic solutions, call center managers can derive intelligence from this massive amount of data in order to successfully solve business problems, reduce operational costs and improve overall performance.”

Frost & Sullivan Report, 1/2007

Overview

Your call center is a critical point of contact with your customers, serving a vital role in building and maintaining strong, long-term relationships. Typical call centers combine numerous processes, systems, and software applications, each providing ever more data about customer preferences, priorities, attitudes, and desires. Making real sense out of all of this data is the key to driving clear business strategies for streamlining existing systems, controlling operating costs, improving customer satisfaction, and increasing lifetime value.

Figure 1. Skytide can perform cross-channel analytics, pulling together data about all different interactions a particular customer has had with your company, providing business users with insight into the root cause of customer behavior and preferences.

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The challenges in managing this, however, are formidable:

Information is generated from a wide range of contact and communications channels, such as IVR, email, chat, instant messaging, and conversations with agents
Data arrives in new, complex, and unstructured formats that are unrecognizable to existing business intelligence and analytics tools
Existing reporting and analytics tools are limited to single data sets, and can identify only what happened, not why it happened

Skytide Delivers Analysis & Reporting Across All Data

Skytide offers the industry's first and only call center software solution specifically designed to address the analytical challenges facing today’s information-rich contact center. Unlike traditional business intelligence solutions, Skytide connects directly with any data source: structured, semi-structured and unstructured – to perform multi-dimensional analytics needed to gain real insight into the data. And, Skytide can look beyond the data in your contact center, and involve financial, sales, marketing, and HR data into the analytics.

With the Skytide Analytical Platform™, you can:

Gain Valuable Insights: Skytide performs multidimensional analysis on previously inaccessible data of virtually any format or location -- traditional structured information such as business transactions, to unstructured chat files.
Speed Actions & Decisions with Fast Time-to-Analysis: Skytide's single-step process speeds analysis by accessing real-time and historical data right where it lives, without needing to normalize or model it.
Lower Analytics Costs: Skytide reduces the cost of analyzing dynamic sources of information by eliminating many of the software, programming, and data modeling costs associated with traditional business intelligence and data warehouse systems.
Obtain Finger-tip Access to Reports: Skytide continuously updates reports, which are presented in a wide range of formats, from web dashboard portal views to CrystalReports.

Extend the Impact of Current Applications

Call center software applications can report on their own piece of your world, generally telling you what happened. But each is limited by the data to which it has access and cannot provide insight into the underlying root causes, the why behind the what. By providing insight into how each application is actually used, you can increase the utilization of each, supporting continuous improvement to your contact center practices and results.

IVR Applications: Skytide’s Path Analysis identifies and reports on a wide range of IVR path analysis, including: all caller routes take through; route frequencies; abandonment path results; loops and dead ends. With Skytide in place, companies can significantly improve the success rate of IVR users, decrease the need for agent intervention, and improve customer satisfaction.
Performance Management: Skytide taps into both structured and unstructured data beyond the Performance Management system, which frequently provide key clues about changes to an agent's, or a team's performance.
Quality Monitoring (QM): By connecting quality metrics with other business metrics and drivers, Skytide enables QM applications to uncover the underlying source of quality changes and make the business decisions to reverse negative trends or institutionalize what's driving improvements.
Workforce Management (WRM): Skytide can extend standard WFM reporting to include data from HR, ERP, and other systems to provide insight into why absenteeism has decreased or why adherence, agent satisfaction, and retention have improved.
Knowledge Management: Skytide's Path Analysis displays every path through the knowledgebase, along with most popular paths. It clearly identifies how users found the information they were seeking as well as unsuccessful termination points. These insights help make the right changes to provide faster and more intuitive access to the most frequently requested information.

Get the Skytide Advantage in your Contact Center

Contact Skytide at: info@skytide.com, or by calling 1.650.292.1998 to schedule a customized Skytide in Action demo and see how we can help you gain valuable insights into your contact center data.

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