New Capability Delivered with Enkata Discover 8.0 Contact Center Analytics Solution
San Mateo, CA – June 29, 2010 – Enkata, a leading provider of analytics-powered performance management software, today launched Customer Segment Analytics as part of its Enkata Discover 8.0, the latest version of its on-demand contact center analytics solution.
A powerful new development, Customer Segment Analytics, allows companies to track the impact of operational events on their customer experience and service costs. Using Customer Segment Analytics, business managers can measure how customers react to marketing campaigns, product/service changes, and self-service strategies in the service channels to quickly gauge success or failure. Once a customer segment is created or imported, business managers can track the service metrics associated with the customer segment over time including the number of calls, web visits, emails, CSAT score, First Contact Resolution etc.
Key Features:
- Create customer segments on the fly based on operational events (ex. all customers that purchased product X last month)
- Create segments from imported customer lists for millions of customers (ex. Customer IDs for customers that received XYZ promotional offer)
- Reporting / trend analysis on any segment to understand the long-term impacts of operational events (ex. 9 month web usage trend for newly registered customers as of X date)
- Comparative analysis of customer segments (ex. What is the call rate difference between customers with < 1 promo per month and > 2 per month)
- Simple execution of test and control studies to fine tune campaigns (ex. Self- service rates for IVR script A versus B)
“This innovation provides yet another way for the enterprise to benefit from the customer experience data collected by performance management solutions,” stated Ron Hildebrandt, founder and senior vice president of marketing. “Enkata’s Customer Segment Analytics lets companies quantify the impact of their upstream marketing and operational initiatives on call rates, CSAT scores, churn rates and self-service rates so they can better tune their operations.”
Customer Use Examples:
- Measure the Impact of Online Health Service Program Effectiveness. A major health insurance provider uses segment analytics to track the effectiveness of programs to increase registrations for, and adoption of, a new online ‘myHealth’ self-service site. Registrant call activity is compared to non-registrant populations.
- Measure the Impact of Customer Programs. A major credit card services company plans to track call activity for customer segments holding loans with different levels of APR rate increases. Segment analytics identifies which segments called more or less. In addition, it shows whether CSAT and FCR metrics were lower or higher across different populations.
- Measure the Service Impact of Operational Programs. A major telecommunications customer plans to measure the impact of IVR routing and web adoption strategies that are differentiated by customer segment on call rates. Segment analytics determines which customer segments responded best to which strategies, as well as the customer segments that had the most improved self-service rates.
Customer Segment Analytics and Discover 8.0 are available immediately as part of Enkata’s Strategic Service Suite 8.0 solution.
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.