As part of the Enkata Customer Interaction Cloud, Enkata offers a complete suite of Workforce Analytics and Performance Management products for contact center and claims processing operations − performance management, coaching, quality assurance, claims / order processing, root cause analysis, and voice of the customer insights.
A suite of user facing applications in combination with powerful analytics engines are designed to automatically present next best actions to functional managers for improving sales and service operations.
Operations directors — Track and improve operational metrics and team effectiveness
Managers and supervisors — Identify employees of highest priority for coaching and development, quickly reference relevant recorded calls, desktop screens, and customer surveys, track coaching and training compliance and effectiveness.
Quality Assurance functions — Target employees by compliance, behaviors, and performance, efficiently identify call recordings of highest relevance for review, automate the scoring process, use speech analytics to pre-populate scores.
Claims / Order Processing — Target claims processors for coaching and training based on performance rankings, accuracy, and productivity.
Analysts — Efficiently expose root causes, dramatically improve time-to-insights using a world-class root cause analytics engine, built for Fortune 50 data volumes.
Enkata's Next Best Action Framework
The user facing applications are built upon a core set of analytics engines that provide the intelligence for next best action decisions at user and management levels. Unlike other silo analytics applications, Enkata integrates data from several analytics engines to drive next action decisions: who to coach and on what issues; which contacts are of higher priority; which claims should be audited; what’s causing high repeat contact rates.
A Turn-Key System to Determine Next Best Actions:
As a first step in determining next best actions, Enkata captures customer transaction and agent performance data directly from an agent’s desktop. Enkata’s desktop analysis breaks the activity into individual tasks and identifies the steps taken to complete each task. Lastly, Enkata’s Enrichment Engine processes the desktop activity to determine specific metrics and performance outcomes.
For FCR – who contacted the business, why they did it, and how their contacts occur. For AHT – contact statistics, agent behaviors. For Voice of the Customer –speech metadata, customer survey results. And automatically presents next best actions specific to user and functional group. Action plans for coaching and training. Self-correction options for employees. Process failure points for analysts.
