Gain New Insights into Your Business Drivers

You can’t fix what you don’t understand. And traditional reporting systems fall short of answering the “why” questions that lead to deep operational understanding.

Finding answers to your toughest questions requires a purpose-built system that connects the dots between your operational systems to show you how and where you need to take action. That’s exactly what Enkata Analytics Solutions were built to do.

Enkata Analytics Provides Actionable Insights, Not Just More Data

Our unique analytics platform makes “why” questions easy to explore and answer.

• Rapidly integrate and model data from disparate system with Enkata Deployment Studio.
• Uncover the root causes driving costs up and customer satisfaction down. Enkata's Action Analytics uses relevance scores, and lets you drill down to individual records and recordings.
• See a visual map of customer interactions across time, agents, topics and channels with our Sequence Replay technology.

Enkata's Analytics Products

• Analyst Workbench: Conduct root-cause analysis on critical business issues in minutes. Contains our unique Action Analytics, Failure Point Analyzer, Process Viewer and Auto-Insights.
• Analytics Solutions: Our analytics products have delivered millions of dollars of new insights.
  • Customer Experience Analytics: Maps out customer experiences across service channels, call-by-call or click-by-click.
  • First Contact Resolution Analytics: Tells you which customers call back and why.
  • Call Volume Analytics: Highlights the customers who call most often and why.
  • Self-Service Analytics: Shows you who doesn't use self-service channels and why.
  • 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 root causes and transform your contact center? Request a demonstration to see what Enkata Analytics Solutions can do for you.