Automated Contact Reasoning Solutions from Enkata

"We can tangibly and empirically identify the value of every contact. This is the value that Enkata brings us."

COO, Top Investment Bank.

Contact Reasoning

Analyze and categorize 100 percent of customer contacts.

Link contacts reasons and gain visibility across all customer channels.

Build trust contact reasons with transparency to results.

Enkata is the proven solution for contact reasoning that categorizes 100 percent of your contacts.

Only Enkata provides accurate and automated contact reasoning. Unlike other vendors, Enkata uses contact reasoning as the basis for building specificity into coaching plans. Supervisors can isolate CSRs by performance against peers and isolate issues for a CSR based on those call types for which they have lowest performance compared to peers. Links to specific call recordings by call type and agent are provided based on our ability to accurate track call reasons.

Overview
Features
Why Enkata

Enkata Automated Contact Reasoning is an analytics-based approach that categorizes 100 percent of your contacts by analyzing patterns of agent and customer activity. It uses Enkata's new Activity Tracker technology to capture data from agent desktops during and after interactions, without any manual intervention or IT extracts. Enkata is the proven solution for contact reasoning with algorithms that process billions of activities on billions of interactions every year. Only Enkata can deliver complete confidence in your contact reasons for 100 percent of customer interactions.

Make better decisions with actionable, accurate information. Enkata»s unique data-driven method derives 75 to 125 precise contact reasons across 100 percent of your contacts.

Build trust with transparency. Access call recording IDs or sessions details for every contact reason to validate your results.

Reduce your labor costs. Replace agent tagging and other labor-intensive processes with consistent, automated categorization.

Evolve as your business changes. "Drift" reports systematically detect new or bloated categories to alert you to changes in agent or customer activity.

Gain cross-channel contact visibility. Get complete view of contact reason across all channels, not just voice, to more effectively encourage use of self-service channels.

Unlike any other vendor, only Enkata offers an algorithm based contact reasoning solution that has been enhanced and developed based on years of experience in operation. Only an algorithm based solution accurately tracks and identifies contact reasons. Enkata's exclusive system is built on a structured contact taxonomy and proprietary algorithms that rely on high granularity of contact types for higher accuracy.

Next Steps

Resources

Customer Experience Analysis

Performance Management

Quality Management

Continuous Improvement

Claims Management

Contact Resolution

Analytics

Performance

Eliminate the Guesswork − Know
Why Your Customers Contact You!