Enkata's Customer Journey Cloud for contact centers is the most advanced set of performance management solutions and workforce analytics capabilities available today. Unlike other workforce optimization and quality management systems, Enkata's is an analytics−driven set of capabilities to systematically improve the customer experience and lower operating costs. Consistent, reliable improvements in any key performance metric is achievable using Enkata's analytics solutions integrated with its unique Next Best Action Framework.
Customer Experience Analysis
Enkata offers solutions for contact analysis, contact resolution, and voice of the customer analysis. These solutions are designed to optimize people and process performance so you can realize huge returns on customer satisfaction and process efficiencies.
Performance Management Solutions
Enkata offers a set of comprehensive analytics and performance assessment applications designed to systematically track and improve CSR performance, productivity, and compliance.
Quality Management Solutions
Enkata Quality Management and Quality Monitoring solutions enhance traditional QM functionality by incorporating advanced analytics, automated workflows, closed-loop coaching and integrated performance management.
Continuous Improvement
From analyst to management, Enkata’s Continuous Improvement Analytics solution provides insightful information about policy and procedure deviation used to adjust business processes as well as performance management capabilities designed to enhance agent behavior through better informed coaching and training practices.