Skytide, a leading provider of next-generation analytical solutions, announced general availability of Skytide Analytical Platform Version 2.0, the first business intelligence software that links traditional and non-traditional data sources to uncover the hidden details behind a company's key business metrics. Skytide software concurrently analyzes and correlates unstructured, semi-structured and structured data to provide an unprecedented view of what is driving business performance.

While companies have found that monitoring and measuring key performance indicators (KPIs) provides a high-level picture of how the company is performing, many are eager to delve deeper into their KPIs to understand the factors influencing particular metrics. For example, if a call center's average call handling time (AHT) 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.

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