Enkata Products: Enkata Strategic Service Suite

The Power of Analytics Takes Service to the Next Level

Need to hit increasingly difficult targets for customer satisfaction and cost? Looking to get more from the precious dollars you spend on agent training, coaching, and quality monitoring? Struggling to get a handle on why customers are calling and why self-service is not working?

You need absolute clarity. Other solutions leave you with more questions than answers. They show you aggregated data, but don’t give you the details to take action. Or they are based on a small sample of activity so you miss the big picture. The Enkata difference is in the details.

Enkata's on demand, analytics-powered performance management suite of products is built on an advanced analytics engine that analyzes 100% of your customer interactions and agent activities to eliminate the guesswork. Every product provides exactly what you need to pinpoint and fix the underlying causes of poor performance.

What happens when you stop guessing at the details? You know why your customers contact you, how to avoid unnecessary contacts, and where you can drive traffic to self-service. Your managers spend time coaching and training the right people on the right topics. Agents have the visibility to direct their own improvement. Analysts quickly find the best opportunities for process changes. And your customers appreciate a whole new level of service.

Upgrade your customer service with Enkata’s analytics powered Strategic Service Suite

• Understand why customers contact you with Enkata Automated Contact Reasoning
• Measure and stop repeat contacts with Enkata First Contact Resolution
• Eliminate wasteful and risky agent behaviors with Enkata Desktop Analytics
• Monitor and drill into agent performance issues with Enkata Manage
• Streamline and centralize agent improvement with Enkata Coach
• Identify root causes of service failures with Enkata Discover
• Increase self-service rates with Enkata Cross Channel Analytics
• Get more out of your monitoring efforts with Enkata Quality Monitor

The results speak for themselves. Enkata customers see immediate improvement in repeat calls, handle time, sales, and customer satisfaction. Your company can save 2-3 times your initial investment in less than 12 months with minimal IT involvement.

Ready to see what the power of analytics can do for you? Request a demonstration to learn more and see the complete Enkata Strategic Service Suite firsthand.