Enkata Automated Contact Reasoning Honored for Exceptional Innovation
February 17, 2010
Enkata, a leading provider of analytics-powered performance management software, announced today that Enkata Automated Contact Reasoning , with its new Activity Tracker technology, has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine. Companies are selected by the editors to receive the esteemed Product of the Year Award based on their vision, leadership and diligence.
“The first step toward delivering truly exceptional service is to know why your customers are contacting you,” said Ron Hildebrandt, SVP Marketing, Enkata. “Enkata is proud to be recognized for its innovative Automated Contact Reasoning product that uses agent activity and contact ‘traffic’ patterns to produce accurate contact reasons across all customer touch points. We have seen tremendous demand for Automated Contact Reasoning, and are already categorizing billions of contacts per year.“
Enkata Automated Contact Reasoning is an analytics-based solution that categorizes contacts across any channel including call center, web, IVR self-service, chat, and retail. It recognizes common patterns of agent and customer activity without relying on agent-selected drop downs or voice monitoring. Enkata Automated Contact Reasoning provides visibility into the voice of the customer, highlights self-service improvement opportunities, arms supervisors with targeted coaching and training, and is a key input for calculating First Contact Resolution.
“I am pleased to honor Enkata for its hard work and success. Enkata Automated Contact Reasoning has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use it,” said Rich Tehrani, CEO, TMC.
The 12th Annual Product of the Year Awards winners will be featured in the January 2010 issue of Customer Interaction Solutions magazine.
For more information about the Customer Interaction Solutions’ 2009 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
About Enkata
Enkata is the market and technology leader in Software-as-a-Service (SaaS) performance management 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 optimize employee development, service policies, and self-service channels to deliver differentiated service on every contact. Enkata is used to manage over 100,000 employees and to analyze over 1.5 billion contacts per year for some of the world’s largest, highly regarded service operations.
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.