Enkata's Performance Management and Workforce Analytics solutions are part of a closed−loop system designed to systematically identify CSRs and processors of highest relevance for performance improvement. More importantly, the employee management solutions help you quickly identify specific coaching opportunities and next best actions at the agent level with the highest likelihood of delivering immediate performance improvements.
Enkata’s Performance Management solution goes far beyond reporting of data and dashboards. It leverages analytics to distill the data to next best actions.
Productivity Solutions
Enkata’s productivity solutions include a combination of capabilities that can be deployed independently to address specific issues. These solutions include automation of routine desktop transaction steps, identification of the highest priority individuals for performance coaching, and the ability to efficiently assess a course of action for coaching at the individual level.
Compliance Solutions
The Enkata Compliance solution automates the process of monitoring and managing the activities of your contact center. This solution includes Advanced Speech Analytics, which enable you to hear the conversations between customers and employees, without actually listening, as well as Desktop Analytics that enable you to watch what transpires during customer interactions – right from your desktop. When agent performance warrants correction, you can leverage our Coach and Manage products to communicate to agents what needs to change and ensure ongoing compliance with regulations and maximize their performance.
Sales Performance Solutions
Enkata’s Service and Sales Performance solution provides best-practice metrics and automated coaching plans, giving you the fastest, clearest path to improved sales effectiveness. Now you can reliably measure, track, and improve service and sales performance with Enkata’s closed-loop performance management solution.
Enkata Performance Management solutions move far beyond traditional scorecards and dashboards by providing advanced analytics capabilities, automated workflows, and integrated performance management tools. Leveraging this closed-loop solution, you can:
Productivity Solution
Enkata offers several Productivity Solutions designed to build efficiencies into coaching practices, desktop transaction processing, and desktop skills development.
Compliance
Enkata compliance solutions provide monitoring and management tools to effectively identify compliance deviations and address them.
Sales Performance
Enkata’s Sales Performance provides best-practice metrics and automated coaching plans for the fastest way to improve selling success. Reliably measure, track, and improve sales performance with Enkata’s closed-loop performance management system.
Performance Management
Enkata’s Manage and Coach products are the ultimate employee performance management tools for improving productivity and reducing costs. You can micro-target those CSRs and processers with the highest potential for productivity improvements. You can also efficiently identify specific coaching topics and areas for improvement and track employee progress against coaching efforts.
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.
Desktop Automation
Part of the integrated Enkata Workforce Analytics Suite, Enkata’s Desktop Automation application is designed to improve employee productivity by automating routine functions, such as cutting and pasting repetitive information. Using powerful yet intuitive features, you can offer immediate productivity benefits to desktop users.
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.
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.
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.
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.
Only Enkata offers a combination of performance management applications built on advanced analytics. The result is the only on demand, closed-loop system designed to systematically improve service and sales performance at the agent level.
Next Best Action
Only Enkata offers employee 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 productivity 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.