Enkata Advances Leadership of Industry-Specific Operational Performance Management Solutions with Launch of Enkata 6

Market’s Only Financial Services and Consumer-Directed Health Care OPM Offerings Enable Out-of-the-Box Operational Improvements

Enkata, a leading provider of Operational Performance Management (OPM) solutions, today announced the launch of Enkata 6, a new solution that furthers the company’s leadership in delivering industry-specific OPM solutions. Enkata’s OPM solutions integrate and analyze front- and back-office customer lifecycle data to reduce operational costs while simultaneously increasing customer satisfaction.

Enkata 6 features even greater vertical-industry depth, including a complete suite of applications specifically tailored for financial services, and a new module that helps health insurers overcome the operational challenges presented by Consumer-Directed Health Care (CDHC) plans. This latest release also improves on Enkata’s usability throughout the organization, including increased scalability and security enhancements, advanced collaboration and initiatives management functionality and improved role-based reports, dashboards and analytics.

“Insurers, telecommunications and retail banking organizations face significant challenges maintaining quality service while keeping operational costs at bay. CDHC, in particular, requires that health insurers improve their customer-facing operations to address the significantly higher service expectations,” said Ronald Hildebrandt, president and co-founder, Enkata. “Enkata 6 builds on our dedication to addressing the pain points that are specific to each industry and to delivering the actionable answers needed to quickly improve operations.”

New Financial Services Application Suite

Enkata 6 also marks the first release of Enkata’s entire Financial Services application suite designed to address the needs of dynamic and complex retail banking organizations. The new suite, which integrates and analyzes data sources specific to financial services organizations, helps retail banking institutions to identify costly operational failures that can lead to dissatisfaction, customer churn and unwanted calls.

Features of the new financial services solution include:

• Providing a complete view of the customer lifecycle by analyzing data across multiple systems — including billing, collections, retail operations, CRM and self-service applications — to pinpoint process breakdowns
• Monitoring customer satisfaction and operational costs via pre-built reports and metrics, such as fee adjustments per agent and calls per issued statement
• Identifying specific drivers of failures in the front- and back-office operations, such as agents with low FCR, customer events with highest call rates and fee adjustments, and customers with highest propensity to churn

New Consumer-Directed Healthcare Module

Enkata’s CDHC module was designed specifically to help insurers address a new level of operational complexity and increasing service requests that CDHC plans bring. Leveraging Enkata’s entire suite of health insurance-specific applications, the new module provides a holistic view of CDHC plan performance, giving health insurers a clear understanding of the medical cost, profitability and member satisfaction of this fast-growing plan segment.

Features of the new CDHC module include:

• Monitoring of CDHC plan adoption across the insurer’s member base and by customer segment
• Tracking and comparison of CDHC plan performance against targets and traditional plans with respect to utilization, member satisfaction, service quality and costs
• Identifying specific drivers of poor performance, e.g., agents with low FCR, plans with high adjustment rates, member segments with high propensity to churn, IVR paths with lowest success rates, etc.

“At CIGNA, member health and satisfaction are two of our top goals,” said William Everett, VP of Strategic Policy and Quality, CIGNA Service Operations. “Using Enkata has helped us to increase the efficiency of our operations while improving our members’ health care experience. With its new CDHC module and ability to provide a more end-to-end view of plan results, Enkata 6 should enable health insurers to manage multiple types of member plans more effectively.”

Driving Greater Impact throughout the Organization

• “Executive-to-Agent” Reach – Pre-built, adaptable dashboards, scorecards and operational reports can now be tailored to deliver information and analysis to specific audiences, from top executives to agents, with object-level security ensuring each group can view only authorized reports
• Collaboration & Initiatives Management – Advanced functionality that enables users to create shared workspaces for planning, managing key projects and resolving issues
• Improved Scalability – Support for enterprise-wide use through enhanced multi-threaded handling capabilities

Availability and Pricing

Enkata 6 will be made generally available to customers on March 31, 2006 and can be purchased by subscription via Enkata’s on demand model or through traditional software license.

About Enkata

Based in San Mateo, Calif., Enkata is a leading provider of Operational Performance Management solutions for businesses with large service organizations. Offered on demand, Enkata delivers the only industry-specific solutions available that analyze both front- and back-office customer lifecycle data and provides actionable information needed to reduce costs while simultaneously increasing customer loyalty. Today, leading companies in health insurance, telecommunications and financial services rely on Enkata to achieve operational excellence. For more information, visit www.enkata.com or call (650) 227-6500.