The Enkata “Analytics Powered” Difference

Enkata believes that better daily decisions, through analytics, add up to big differences in performance. Poor coaching, training, policy and system decisions cost companies millions of dollars each year. It doesn’t have to be this way. Our tagline “analytics powered” means that each Enkata product has better decisions built into it.

Too many reporting and performance management products simply present aggregated data with little or no intelligence. Enkata’s products use analytics to distill 100% of contact and agent desktop data to actionable, detailed recommendations to help companies leap forward in their performance.

Enkata also believes that one customer contact should be enough to resolve an issue. We have invested 10 years of R&D and analyzed billions of customer contacts to develop the most accurate and robust First Contact Resolution (FCR) metric and solution on the market. No speech analytics or survey product can deliver an FCR metric for 100% of calls to drive actionable coaching data and measurable, proven ROI. Improving FCR is a passion at Enkata, not just a product.

The bottom line when selecting new software is answering a simple question – will my business be substantially better off than if I do nothing? For Enkata’s analytics powered products, the answer from companies such as Chase, Mellon, Aetna, and Humana, is a resounding “yes”. Analytics powered their success by delivering:

• Detailed understanding of “why customers contact us”, for 100% of contacts
• Targeted agent coaching based on call reasons, desktop behaviors
• Reduced repeat calls and higher First Contact Resolution
• Reduced handle times and inefficient, non-compliant agent desktop activities
• Improved agent training, self-learning effectiveness
• Automation of coaching calls discovery for supervisors
• Improved cross-channel effectiveness, self-service