The Enkata Difference
Only Enkata connects the dots between contact data and next best actions to impact operational improvements. More than a reporting tool. More than simply a coaching compliance tool. Enkata’s Workforce Optimization and Customer Experience Analytics applications are turnkey solutions to systematically improve the customer experience and lower costs.
Accurate Contact Reasoning and Sequencing MUST be the Foundation:
Unlike other customer experience analytics solutions, Enkata starts by precisely identifying why customers contact your company.
Contact Reasoning combined with mapping the sequence of customer contacts is the only way to accurate assess which employees to prioritize for coaching and on what topics to coach.
Enkata’s Next Best Action Framework
Much more than the ability to measure, track, and report on key metrics. Enkata’s exclusive Next Best Action Framework compares employee performance against that of their peers to identify highest priority employees for coaching and training. Results are astounding -- systematic Next Best Actions Software as a Service and sustained improvements for any key metric − FCR, AHT, CSAT, Sales goals, etc.
Enkata’s exclusive algorithm-based approach is an important difference. It correlates data from 100 percent of contacts. And compares employee performance against peers. The result is a clear picture on performance outliers -- those needing additional coaching and those to be used as examples of best practices.
A Unified Set of Workforce Analytics Technologies
Enkata’s unique combination of workforce 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.
Customer Experience and Workforce Analytics in the Cloud
Enkata is the only workforce optimization 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.
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.
And, unlike other providers offering on-demand options, Enkata has invested in network security systems and practices to satisfy the most demanding operational requirements, including multi-site, multi-vendor environments.