Enkata's Customer Experience Analysis solutions provide a set of capabilities for contact analysis, contact resolution, and voice of the customer analysis. Together, they provide trusted answers to key questions so you can optimize people and process performance − and realize huge returns in customer satisfaction and efficiency.
Enkata’s advanced analytics solutions drive specific, next-best actions across multiple service functions, including coaching, quality management, business intelligence, process change, and workforce management. Supporting Enkata solutions include:
Contact Resolution Solutions
Enkata’s Contact Resolution solutions, which include our First Contact Resolution (FCR) and Next Contact Avoidance solutions, have been adopted by global, brand-name companies committed to excellence in customer service. These contact resolution solutions are proven to systematically reduce repeat contacts, improve customer satisfaction, and lower operating costs.
Contact Analysis
The first step of understanding the customer experience is knowing who contacted the business, why they did it, and how often their contacts occur. Enkata’s Contact Analysis solutions include a set of unique capabilities that help you answer these questions − and then go a step further by identifying and driving specific, next-best actions for improving the customer’s experience.
Voice of the Customer
Connect the dots between voice of the customer issues and next best actions. Enkata’s Voice of the Customer solutions provide speech analytics to help you quickly assess customer intent and trends and then use this insight to take action.
First Contact Resolution
Enkata’s First Contact Resolution (FCR) product improves customer satisfaction by eliminating repeat contacts. Enkata’s exclusive contact reasoning engine and algorithm-based approach is the only system to accurately measure FCR for 100 percent of contacts. (Analytics are needed because surveys are statistical, and speech analytics only get you part way there.) Our Next Best Action Framework compares a CSR’s performance against its peers. Only Enkata’s FCR solution accurately identifies the 20 percent of CSRs causing the majority of repeat contacts and systematically targets agents for coaching to eliminate behaviors causing repeat contacts.
Next Contact Avoidance
Enkata’s Next Contact Avoidance represents the next big leap in customer service, allowing companies to anticipate and preempt next contacts. Using a closed-loop software framework, you can anticipate why customers might contact the business – insight that helps you train CSRs on how to proactively address reasons for future contacts.
Automated Contact Reasoning
Enkata’s Automated Contact Reasoning automatically tracks why customers contact you – without use of agent tagging. Leveraging transaction data from the desktop, it automatically determines accurate contact reasons, complete with detailed insight into different contact types.
Cross Channel Analytics
Enkata’s Cross Channel Analytics monitors customer contacts across every channel with a common set of contact reasons to support analysis of channel preferences. You can also compare channel resolution rates and proactively discover weak links in the customer experience.
Discover
Enkata Discover is designed solely for analyzing contact center and back-office operations data. Enkata’s proprietary data modeling and reports go deeper, all the way to individual transactions, to preserve granular data correlations that are critical to identifying root causes. Where business intelligence tools tell you what, Enkata Discover—built specifically for contact center analysis—tells you why.
Desktop Analytics
Inefficiencies in desktop behaviors consume 5 to 10 percent of an employee’s productivity – and those wasted seconds can mean millions to your bottom line. Enkata Desktop Analytics tracks 100 percent of employee desktop activity and exposes the underlying behaviors and application issues that are driving up your costs.
Enkata’s Speech Analytics can dramatically improve the efficiency of your quality assurance practices and enable you to perform root cause analysis to understand customer intent. You can also track script adherence, quickly identify worst and best practices, and perform root cause analysis by keyword.
Only Enkata takes an algorithm-based approach to customer experience analytics. Our contact resolution solutions analyze 100 percent of contact data and correlate the sequences required to precisely identify patterns that indicate next contact avoidance opportunities.
Enkata’s proprietary Next Contact Avoidance and First Contact Resolution algorithms, Workforce Analytics Suite, and Next Best Action Framework can be quickly configured and deployed. The algorithms account for multiple factors that impact the accuracy of Next Contact Avoidance / First Contact Resolution and are challenging for companies to create using their internal resources. These easily deployed, standardized applications improve time-to-results for Enkata customers.
Next Best Action
Only Enkata offers performance management applications built upon a Next Best Action Framework. This exclusive framework allows companies to automatically compare employee performance against their peers by contact type so they can target employees for actionable next steps in coaching and training.
Advanced Analytics
Enkata’s unique combination of analytics engines (speech, performance, desktop) analyze 100 percent of customer interactions and agent activities to provide clear next step decisions for supervisors, managers, and site directors.
Enkata in the Cloud
Enkata is the only customer experience solution provider to place its applications in the cloud. This cloud-based approach consolidates transaction data, performance data, and contact assets such as call recordings, surveys, and screen captures, from across geographically dispersed sites and from multiple silo’d vendor systems for quality monitoring, coaching, surveys, and more. Consolidating these assets and data has been the missing grail for a 360 degree view of the customer experience and operations.
And, unlike other providers, Enkata has invested heavily in network security and best practices to satisfy the most demanding operational requirements. Enkata is SSAE 16 Certified and routinely surpass tight security audits by customers and independent auditors. Software as a Service accelerates project funding decision and implementation with Operational vs. capital expenditure, no on-premise maintenance, and little to no IT investment.