Solution will provide customer experience insights for 50 million customers
San Mateo, CA – March 31, 2010. Enkata, a leading provider of on demand analytics-powered performance management solutions, today announced winning a contract with a leading US-based telecommunications company to deploy the Enkata First Contact Resolution solution.
The customer provides a comprehensive range of wireless and wireline communications services to consumers, businesses and government users. The customer will leverage Enkata’s solution to achieve best-in-class service and industry-leading customer satisfaction.
“First Contact Resolution (FCR) is the best way to measure the effectiveness (success) of a customer service organization. We are thrilled to partner with yet another global customer to help them achieve their customer excellence goals,” said Ron Hildebrandt, SVP Marketing of Enkata. “Our analytics-based solution provides unique insights into every interaction of their 50 million customers. Unlike speech or survey methods, the Enkata FCR solution provides an “operational” FCR metric for every agent and call to pinpoint actionable coaching, training and process improvement opportunities.”
About Enkata’s First Contact Resolution Solution
Enkata’s FCR solution is the first and only solution to calculate First Contact Resolution across each customer touchpoint, and for complex service models with:
- Multiple contact reasons per contact
- Multiple accounts, packages, policies etc. per contact
- Multi-tiered service agents
Enkata First Contact Resolution accurately identifies the agents, call types and channels with the highest repeat call rates and provides integrated workflow tools for managers to take corrective action. Enkata First Contact Resolution has a proven track record of reducing repeat calls resulting in numerous product and customer awards, including a CRM Magazine Service Elite award with Chase Cards. Enkata First Contact Resolution is able to be deployed in as little as eight weeks, and delivers immediate customer experience and cost benefits:
- Improves the customer experience, CSAT by 20-30%.
- Reduces repeat calls by 20-30 percent.
- Cuts operating costs by up to 25 percent.
- Increases customer retention by 3-5 percent.
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 deployed in customer contact centers 100 to 20,000 service agents in size. Enkata solutions analyze over 1 billion contacts per year for some of the world’s largest global service operations.