Enkata's Continuous Improvement Analytics solution provides companies with the tools specifically designed for contact center and back office claims processing operations. These fully integrated tools include root cause analytics software used to expose key issues impacting the customer experience.
From analyst to management, Enkata’s Continuous Improvement Analytics solution provides insightful information about policy and procedure deviation used to adjust business processes, provide system and high-level marketing, product and sales recommendations – as well as performance management capabilities designed to enhance agent behavior through better informed coaching and training practices.
Where BI tools tell you what, Enkata Continuous Improvement Analytics, tell you why. You can get to the root of every issue with:
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.
Speech Analytics
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.
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.
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.
Only Enkata provides the deep analytics required to get at the root cause of issues that drive improved agent interactions and better customer service. Not just a reporting tool. Not simply a dashboard that consolidates disparate data. Enkata includes an analytics workbench that helps answer the ‘what’ questions, but more importantly, the why questions. Unlike other continuous improvement solutions, this is possible because Enkata captures detailed data on 100 percent of contacts across all customer channels.
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 continuous improvement 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.