>Analytics-Powered Performance Management Solutions Take Tech Support Centers to the Next Level
SANTA CLARA, CA (Technology Services World) — May 3, 2010 – Enkata, a leading provider of analytics-powered performance management software, today announced it will preview its Strategic Service Suite featuring Activity Tracker technology at the Technology Services World Conference in Booth #13. Unveiled last month, Activity Tracker is an innovation that captures data directly from contact center and tech support agent desktops to identify agents in need of coaching and training on support practices and desktop skills.
“The challenging nature of tech support, in which agents strive to resolve customer problems in the first call, makes this market especially well-suited to an analytics-driven solution,” said Ron Hildebrandt, Senior Vice President of Marketing at Enkata. “Small improvements in first call resolution, problem escalation rates and average handle times can add up to significant savings for any contact center. With Activity Tracker on the desktop, management can gather the data necessary to analyze and address agent skills and behavior, and improve the customer experience overall.”
Enkata’s Activity Tracker technology represents a major shift in how tech support and contact centers can leverage data by eliminating the need for costly, time-intensive IT data integrations. With Activity Tracker, deployment time can be dramatically reduced to as little as 6-8 weeks and require little or no IT resource commitments.
“We are thrilled to have Enkata exhibiting at the Technology Services World Conference,” said John Ragsdale, Vice President of Technology Research at Technology Services Industry Association (TSIA). “It is exciting to see technological innovations from companies like Enkata that provide tech support centers with actionable insights and data that can help optimize the performance in their overall operations.”
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. For more information, visit www.enkata.com.