Enkata Unveils Activity Tracker, a Data Capture Breakthrough for Analytics

Innovation captures data at the point of customer interaction - the agent desktop - to lower deployment costs and time

Enkata, a leading provider of analytics-powered performance management software, today announced the availability of Enkata Activity Tracker. This technology innovation captures data directly from service agent desktops to support analytics-powered applications thereby eliminating the need for costly, time-intensive IT data integrations.

The Impact on Contact Center and Customer Operations

• Enkata’s Activity Tracker is a major shift in how contact centers source and leverage data – shifting from integrations with enterprise-based data sources to capturing data at the point of customer interaction – the agent desktop.
• The technology minimizes or eliminates the deep integrations with enterprise data sources that are often associated with contact center analytics applications. Projects can require integration efforts of 6-9 months and as a result, routinely fail to pass IT governance. With Activity Tracker, solution deployments are dramatically reduced to as little as 6-8 weeks and require little or no IT resource commitments.
• By simplifying implementation requirements, Activity Tracker delivers on the promise of software-as-a-service (SaaS). Enkata performance management solutions can now be fast tracked for deployment. As a result, the company expects much wider adoption of analytics-driven performance management applications.

Industry Leader Assessments

• According to Donna Fluss, president of DMG Consulting, LLC. “The top two enterprise goals for 2010 are providing an outstanding customer experience and reducing costs. Executives are looking for innovative ways to optimize the performance of contact centers to achieve these goals. They are increasingly turning to analytical applications to provide actionable insights that empower them to make improvements in near-real-time.”
• Ron Hildebrandt, founder and senior vice president of marketing at Enkata. “This development is core to delivering on the promise of analytics to improve contact center and customer operations. The data extraction problem that bogs down analytics deployments has essentially been solved. With this technology, companies can deploy performance management applications without the barrier of a lengthy IT governance process.”

Product Facts

Enkata’s performance management solutions, including Automated Contact Reasoning, First Contact Resolution, Enkata Manage, and Enkata Discover, are now available with Activity Tracker.

• Activity Tracker is a software component on an agent’s desktop that captures any and all data relevant to the customer interaction.
• Activity Tracker has the flexibility to capture data displayed for all types of desktop applications, including mainframe applications, yet is secure enough to mask and disable capturing of personally identifiable information.
• Unlike screen-capture applications that simply capture and replay a “movie” of desktop screens for quality monitoring purposes, Activity Tracker logs all desktop activity as data, and captures screen patterns, field entries, displayed data, and viewed information at the level of data fields within desktop applications.
• Activity Tracker is a highly secure, Windows-based service application that is deployed with minimum IT involvement.
• Activity Tracker will be delivered with Enkata’s performance management solutions in Q2.

About Enkata

Enkata is the market and technology leader in software-as-a-service (SaaS) performance management solutions for customer operations. Enkata’s analytics-powered applications distill every customer interaction to provide actionable data to improve the customer experience. Directed by Enkata’s advanced analytics, service operations are able to optimize employee development, service policies, and self-service channels to deliver differentiated service on every contact. Enkata is deployed in customer contact centers with 100 to 20,000 service agents. Enkata solutions analyze over 1 billion contacts per year for some of the world’s largest global service operations.