Contact Center Solution

Struggling to balance cost reduction with great customer service? Overwhelmed with too many repeat calls? Asking your agents to up-sell and cross-sell on every customer contact? Today’s contact centers must move beyond traditional measures of success and tackle new challenges to increase customer engagement and loyalty. Enkata’s Strategic Service Suite supports you every step of the way.

The analytics-powered performance management lifecycle provides an end-to-end solution to your business challenges. Enkata’s products fully support this cycle from monitoring performance across key performance indicators to delivering targeted coaching to analyzing the entire cross-channel customer experience.

• Enkata Manage to monitor agent performance and automatically generate metrics-based coaching plans.
• Enkata Coach to automate and standardize your agent coaching process.
• Enkata Quality Monitor to automate your QM program.
• Enkata Analytics to identify the root causes of service delivery issues.
• Enkata Automated Call Reasoning to understand why customers contact you, without agent tagging.