Analytics Package helps determine customer experience.October 11, 2006 -
Skytide Insight for Genesys lets companies gain in-depth insight into true drivers of contact center performance by providing capabilities for customer behavior, agent performance, and cross-channel analysis. It also provides view of customer experience, analyzing contact center log data in context with transactions data, marketing promotions information, customer histories, and data from other customer interaction channels.
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Original Press release
Skytide, Inc.
1820 Gateway Dr.
San Mateo, CA, 94404
USA
Skytide Announces Advanced Analytics Package for Genesys
Skytide Insight for Genesys Gives Customers In-Depth Understanding of Contact Center KPIs, Advanced Insight into Customer Experience
SAN MATEO, Calif., Sept. 18 -- Skytide, a leading provider of next-generation analytical solutions, today announced general availability of Skytide Insight for Genesys, a new analytical solution that will enable companies to gain in-depth insight into the true drivers of their contact center performance. Skytide Insight for Genesys provides unique analytical capabilities, such as customer behavior analysis, agent performance analysis, and cross-channel analysis, that are not offered by any other business intelligence application, including Genesys Solution Reporting and Genesys Info Mart.
"Until now, Genesys customers only had two options for reporting and analysis on their Genesys data: the Genesys Solution Reporting package and the Genesys Info Mart data warehouse. While these tools enable basic reporting on top-level KPIs, they fall short of providing what contact center managers really need to understand customer behavior and improve their operations," said Keith Feingold, chief executive officer of Skytide. "Skytide Insight for Genesys links traditional and non-traditional data sources, including unfiltered data from email logs, Genesys IVR logs and other sources, to uncover the hidden details behind contact center KPIs."
For example, if a call center's average handle time (AHT) metric is increasing, this could be caused by slow agents, poor training, or flawed call routing. However, AHT could also be increasing because agents are spending more time up-selling customers or having longer conversations that lead to improved customer satisfaction. With Skytide Insight for Genesys, the question Genesys customers can now ask about their business is not just "how do I decrease AHT?" but also "does the increase in revenue justify the higher AHT?"
Skytide Insight for Genesys also provides an unprecedented view of the customer experience. For example, using Skytide a contact center manager can analyze the specific route a customer takes through an IVR and understand whether certain routes have a higher likelihood of successful resolution or abandonment, or have a higher level of transfers to live agents, or even have a higher percentage of callers that need to backtrack. These insights enable contact center managers to optimize operations and make decisions that drive higher customer satisfaction.
Unique Analytical Capabilities
Skytide analyzes contact center log data in context with transactions data, marketing promotions information, customer histories, and data from other customer interaction channels to provide a robust view of customer behavior. By operating directly on unfiltered log data, such as email logs, the Genesys IVR log, or other log files created by the Genesys Interaction Server, Skytide Insight for Genesys can offer unique types of analysis for contact centers:
-- Path Analysis -- the discovery of paths, patterns, or event sequences within customer behavior or business processes that lead to a particular outcome, such as the route customers take through an IVR to call resolution.
-- Correlation Analysis -- the discovery of relationships among multiple data types or sources, such as the correlation between IVR usage and agent performance as they relate to the resolution of customer problems.
-- Hierarchy Analysis -- the discovery of connections among the levels within an informational hierarchy and the connection of similar data elements between hierarchies, such as uncovering a dependency between customer satisfaction and a particular IVR route.
-- Entity Matching Analysis -- the discovery of matching entities within the same context or the same entity across multiple contexts, such as identifying all engagements with a particular customer across multiple communications channels.
Skytide Insight for Genesys's unique analytical capabilities can help Genesys customers decrease call abandonment rates, decrease transfers to live agents, lower operational costs, and increase customer satisfaction.
About Skytide
Skytide is a leading provider of next-generation analytical solutions that provide an unprecedented view into what is driving business performance. Skytide's breakthrough technology uses XML as a common layer to dramatically reduce system complexity while offering advanced functionality that cannot be achieved by traditional BI technology. Application areas for Skytide technology include contact centers, risk and security management, compliance, and other areas of business that generate significant volumes of mission-critical unstructured and semi-structured data. Skytide partners include IBM, Sun Microsystems and Inxight. Based in San Mateo, Calif., Skytide is a privately held company funded by Granite Ventures and El Dorado Ventures. For more information about Skytide, please visit www.skytide.com .
Contact
Leyl Master Black
Marketing Alchemist
415-378-6395
leyl@marketingalchemist.com
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