Enkata Automated Contact Reasoning
Eliminate the Guesswork - Know Why Your Customers Contact You!
Do you know which products, broken processes or service failures cause the most customer contacts? Do you know the most challenging call types for each agent? Do you trust the contact reasons you track today? If not, your company could be wasting tens of millions of dollars each year.
Other methods for determining contact reasons are subjective, inconsistent and applied to only a small subset of the contacts. To manage your operations most effectively, you need reliable, accurate contact reasons for every customer contact in every channel. Armed with actionable contact reasons, you can improve your upstream processes, increase self-service, and deliver targeted training and coaching.
Enkata Automated Contact Reasoning is an analytics-based approach that categorizes 100% 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 calls, 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 contacts every year. Only Enkata can deliver complete confidence in your contact reasons for 100% of contacts.
Take Action on the Real Issues with Enkata Automated Contact Reasoning
- Make better decisions with actionable, accurate information. Enkata's unique data-driven method derives 75-125 precise contact reasons across 100% 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.
Want to understand your business better? Request a demonstration to see Enkata Automated Contact Reasoning firsthand.
Related Solutions
Our solutions work together seamlessly. Use Enkata Automated Contact Reasoning along with:
- Enkata First Contact Resolution to eliminate repeat calls.
- Enkata Manage to monitor performance and drive improvement.
- Enkata Coach to automate and standardize your coaching process.
- Enkata Discover to identify the root problems causing service failures.
