Skytide Insight for Genesys
Skytide Insight for Genesys represents a new generation of analytical solutions that are essential for effectively managing today's contact center. Contact Centers using Skytide Insight for Genesys are able to identify root causes behind contact center Key Performance Indicators (KPIs), thereby improving operational performance and increasing customer satisfaction.
Measure KPIs and understand underlying root causes
Today's contact center managers are eager to look beyond simple KPIs into the underlying drivers; they want to understand the root causes and how best to respond. Skytide Insight for Genesys complements and extends the tools that Genesys provides, delivering the business level analysis needed today to identify the root causes behind customer interactions and behaviors that drive KPIs.
Skytide Insight provides unique analytical tools that are not available with Genesys Info Mart or existing BI analytics applications, enabling companies to:
- Understand end-to-end customer interactions - Improve your understanding of interdependencies by analyzing large volumes of complete interactions across multiple channels, such as determining the relationship between website traffic and call volume.
- Gain insight into interaction handling and cycle times - Understand time spent throughout an entire multi-part interaction, at a certain branch or among various nodes of an IVR, and call time segmentation.
- Take advantage of better caller segmentation - Perform Path Analysis by caller group, calling area, or other caller segmentations.
- Understand caller behavior - See how caller behavior changes over time, when the application changes, or across multiple calls.
A Genesys : Skytide comparison
Here's a closer look at how Skytide adds value to your Genesys solution.
| Genesys Solution Reporting |
Genesys Info Mart |
Skytide Insight |
|
| Includes analytical capabilities | Yes (limited) | No | Yes |
| Create new analysis & reports | No | Yes (limited) | Yes |
| Change existing analysis & reports | No | Yes (limited) | Yes |
| Captures complete information about customer interactions | No | No | Yes |
| Add new data source for analysis & reporting (e.g. ERP or Web logs) | No | No | Yes |
| Timely analysis and reporting for changes to the IVR | No | No | Yes |
| Cross channel analysis and reporting | No | No | Yes |
| Identify root causes behind customer interactions and KPIs | No | No | Yes |
| Time required to change or extend a solution | N/A | Weeks to months | Hours to days |
| Deployment time | Immediate | Weeks | Days |
| Integration requirements | Pre-packaged | Add-on | Pre-packaged |
For more information about how Skytide Insight adds capabilities to your Genesys applications, please contact your Skytide representative or download the Skytide Insight for Genesys datasheet.