Enkata Discover was built solely for analyzing contact center and claims data. Enkata’s proprietary data modeling and reports go deeper, all the way to an individual transaction, to preserve granular data correlations that are critical to identifying root causes. Where BI tools tell you what, Enkata Discover, built specifically for contact center analysis, tells you why.
Analyst Workbench: Manage analytic 'projects' using advanced segment profiling and tailored data views to quickly understand why a performance issue is occurring.
Failure Point Analyzer: Conduct rapid, iterative "5 why" comparative analysis between two populations to isolate root cause drivers within minutes versus hours. Perform hundreds of analyses in a single click.
Segment Analytics: Create or import segments (customers, agents, contacts, etc.) to compare them to other populations and track their metric performance over time.
High Performance, Multi-dimensional Data Model: Optimized to run complex query analyses, across slowly changing dimensions and across facts in seconds.
Click to Transaction Details: Jump to individual transactions at any point in an analysis to review specific examples and validate findings or a hypothesis.
Contact Avoidance Analytics: Identify the characteristics of customers that contact the business most often and why.
Self-Service Analytics: Understand when and why customers are not using self-service channels.
Sales Effectiveness Analytics: Displays the agent, offer, contact reason, and customer type combinations that have the highest and lowest success rates.
Agent Attrition Analytics: Reveals agent profiles with the highest and lowest attrition rates.
Claims Adjustment Analytics: Identifies which claim types, providers and processors generate the most adjustments.
Only Enkata provides the deep call center analytics required to quickly gain insights and get at the root cause of issues. Not just a reporting tool. Not simply a dashboard that consolidates disparate data. Enkata includes an analytics workbench that helps answer the 'what' questions, but more importantly, the why questions. Unlike other solutions, this is possible because Enkata captures detailed data on 100 percent of contacts across all customer channels.
