email page

Enkata Recognized as Leading Contact Center Performance Management Provider

Enkata Rated Highest by Customers in All Categories in DMG Consulting’s Annual Market Report Survey

April 14, 2008

Enkata, a leading provider of analytics and performance management software for customer operations, today announced that it has earned the highest customer satisfaction rating in an independent survey of companies using performance management software, conducted by DMG Consulting LLC. As reported in the “2008 Contact Center Performance Management Market Report,” Enkata earned the top scores in each category, including product, implementation, service and maintenance, training, professional services and overall satisfaction.

“Enkata has received high ratings in DMG Consulting’s performance management customer satisfaction survey,” said Donna Fluss, president of DMG Consulting LLC. “Customers gave Enkata consistently high marks across the board for products, implementation, service/maintenance, training and professional services offerings. The customer survey is a valuable part of our research methodology, delivering real-life feedback from the organizations using contact center performance management solutions.”

Viewed as the most complete guide to the Contact Center Performance Management (CCPM) market, the DMG Consulting LLC report provides a comprehensive market perspective on the vendors, products, technology, trends, benefits, return on investment (ROI) and customer perception. Beyond Enkata, DMG analyzed seven other CCPM companies in the report, including Aspect, NICE and Verint. For the customer perception survey, customers rated their satisfaction for each category on a scale of one to five, with five being “completely satisfied” and one representing “not satisfied.” Enkata was the only vendor to receive a perfect score of 5.0, the highest average score for any vendor in any category, which it earned in the implementation category.

“We attribute Enkata’s high customer satisfaction scores to the fast return on investment achieved by our customers and Enkata’s ‘we earn your business every day’ culture,” said Ronald Hildebrandt, founder and senior vice president of marketing at Enkata. “Enkata’s performance in the customer satisfaction survey, including the top score in the most critical metric—overall customer satisfaction—highlights our leadership within this growing sector.”

The outstanding customer satisfaction results from DMG Consulting LLC’s “2008 Contact Center Performance Management Market Report” come at a time of widespread industry praise for Enkata and its products. In the past year, Gartner named Enkata a “Cool Vendor,” and Customer Interaction Solutions magazine awarded the Company both a 2007 Product of the Year Award and 2008 CRM Excellence Award. Companies using Enkata’s performance management solutions have also been recognized for the outstanding service they deliver to customers including Chase Card Services, which was awarded a Ventana Research Performance Management Leadership Award and 2008 CRM Magazine Service Elite Award.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we help vendors develop products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users. DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying, Workforce Management, Contact Center Outsourcing and Hosted Contact Center Solutions. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes two to three articles monthly that are read by over one million readers around the globe.

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 combine best-practice metrics, personalized dashboards, decision analytics and integrated workflow to improve the effectiveness of organizations’ contact and claim centers every minute, every day. FORTUNE 500 companies choose Enkata for advanced analytics, proven ability to eliminate rework and SaaS delivery model.

Contact Enkata Now!