Enkata Discover

Get to the Root of Every Issue

Are you getting the answers you need from your investment in reporting tools and analyst teams? Can you answer questions such as “why was yesterday’s call volume up by 10%”, “why is our transfer rate 20-30%”, “why is self-service not working”, “why did that marketing campaign drive so much call volume”?

If not, you are not alone. These seemingly simple questions can take your analysts hours, weeks or months to answer. They need to pore through hundreds of reports and dig deeply enough into your data to mine out root causes. Generic Business Intelligence (BI) tools can only take you so far because of the unique nature of your data

Enkata Discover was built solely for analyzing contact center 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.

Enkata Discover Makes Your Analysts “Super Analysts”

Enkata Discover makes “why” questions easy to explore and answer with the most powerful analytics platform for contact centers.

• Rapidly integrate and model disparate data sources with Enkata Enrichment Manager. Analytics is all about getting the data right. Enkata’s patented Enrichment Manager was built to solve the toughest data integration challenges at complex, call center environments - with limited IT involvement.
• Increase the productivity of analysts. Uncover the root causes of performance issues, conduct targeted analysis in a fraction of the time and cost of “one off” analysis projects.
• Detect previously hidden root causes. Enkata’s Failure Point Analyzer and other advanced analytics tools identify new data patterns and relationships to drive high impact projects. Saving millions.

Discover a Whole New Approach to Root Cause Analysis

• 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.
• Call Avoidance Analytics: Identify the characteristics of customers that call 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, call 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.

Want to discover the root causes of how your performance can be improved? Request a demonstration to see what Enkata Discover Solutions can do for you.