Enkata Overview

Enkata makes delivering a great customer experience at a low cost possible. Enkata is a critical component of how world class companies understand and address why customers contact them, why they re-contact them, how to increase customer engagement, and ultimately how to increase customer value. Enkata customers share one thing in common – a commitment to deliver a highly personalized customer interaction, right the first time. Enkata’s on demand Strategic Service Suite products, powered by its patented Action Analytics, are used by over 100,000 end users with over 1 billion transactions managed to date. Enkata customers include global industry leaders such as JP Morgan Chase, Bank of NY Mellon, and Independence Blue Cross.

Vision

To revolutionize the customer experience by enabling personalized, engaging and high value interactions on every contact. Our products are indispensable to every company that aspires to deliver world class service.

How We Are Different:

• Improve FCR, stop repeat calls: Calculate and distribute FCR metrics for 100% of calls to the front lines to coach and train away the causes of repeat calls.
• Analytics powered solutions: Products that suggest “next best actions”, detect and replay complex repeat call sequences, pinpoint root causes – making achieving ROI fast.
• Funded transition to profit center: With Enkata’s First Contact Resolution business solution, reduce incoming calls by 3-5%, freeing up agent time for selling .
• Integrated analytics and performance management: Single solution for root cause analytics and operational dashboards and workflow – single version of truth.
• Easy to start, do business with: Enkata is 100% on demand with deployments taking a fraction of your IT resources and time. Rapid applications are live in less than 60 days.