In-Depth CRM Review

Enkata Analytics Platform

Enkata Technologies, Inc.
1300 Island Drive
Suite 201
Redwood City, CA 94065-5171

Telephone: (650) 453-3800
Toll Free:
Fax: (650) 453-3899
Email: [email protected]
Web: http://www.enkata.com/

CRM Category: Call Center Support – Cloud
Sub-Category: Workforce Analytics
Seats: Small Enterprise

About the Company:

Enkata is a leader and innovator in employee performance optimization, focused on helping employers optimize the productivity and quality of their workforce. Enkata’s solution delivers unprecedented visibility into how people perform their jobs, and provides managers with the insight they need to help their employees improve. With Enkata, employers can identify and correct unproductive work habits and provide targeted coaching where it is needed most. Clients achieve impressive gains in front and back office functions from claims processing to customer service call centers to other back office task based operations. Fortune 100 companies trust Enkata to examine millions of customer and employee interactions each day ensuring that each is delivering value to the organization.

About the Product:

Enkata Analytics Platform

Improving your contact center operations starts with visibility and requires actionabillity. You need to understand why people are calling, what your agents are doing to help them, and if their issues are being resolved. You need to see when they leave your website to call your contact center. You need to see the root causes of mistakes, and what agents are doing besides answering phone calls.

Understanding only takes you half way to improvement. You need the actions that lead to improvements, from which agents need targeted coaching to which self service channels have the highest failure rates. Enkata’s contact center solution shows you the specific actions you can take to find those elusive gains.

BUSINESS OBJECTIVES

Enkata’s contact center solution helps our customers solve these critical business objectives:

Understanding Customer Intent – Knowing the precise reasons why a customer contacts your company is arguably the single most important piece of data a business can uncover with a call center solution.
Reducing Customer Effort – Identify where your organization adds to customer effort and servicing costs such as self-service failures, repeat contacts, excessive transfers, and broken processes.
Gaining Visibility into Employee Work Behaviors – Use contact center software to get detailed insights on what causes performance variances between agents, especially remote and work-at-home employees.
Finding Skill Gaps and Coachable Opportunities – spend more time improving your team’s performance and less time searching for coachable opportunities and topics.
Connecting Cross-Channel Interactions – identify self-service failure points that frustrate customers and drive higher call volumes.

CONTACT REASONING

Reveal the intent behind every customer contact.

Enkata’s call center software automatically determine the reasons why customers contact your business for 100 % of your contacts and across channels with our proprietary, high-accuracy algorithm.

ACTIVITY CAPTURE

See who’s working effectively at every level of detail.

Capture and characterize agent activities with Enkata’s contact center software to isolate productive and unproductive practices. Categorize specific behaviors affecting quality and handle time, and identify which agents exhibit them.

COACHABLE OPPORTUNITIES

See precisely where to focus coaching efforts to maximize improvement.

Pinpoint individual agent behaviors that slow down work and cause errors with automated time and motion studies. Coach agents on the specific areas where they need to improve to produce the most impact.

PEER COMPARISON

Know with certainty how everyone is performing compared to others.

Compare agent performance with their “true” peers – those with similar knowledge, experience, and calls – to identify the top and bottom achievers. Understand in detail where they differ to identify best-practice behaviors to encourage and others to eliminate.

CROSS CHANNEL

See where customers are seeking answers and how hard it is to find them.

Gain visibility into the entire chain of customer interactions across channels with our complete contact center solution. Understand where customers are looking for answers and reveal bottlenecks that increase customer effort.

REMOTE WORKERS

Manage your virtual employees as easily as your others.

Gain critical visibility into the detailed activities of at-home and remote agents. Manage their performance as effectively as on-site agents with the right contact center software.

PROCESS COMPLIANCE

Pass audits and internal verifications painlessly.

Track agent conformance with company policies and procedures. Use Enkata’s contact center software to identify specific violations for corrective action to mitigate risk of negative publicity, brand damage, or failed audits.

Price:

For complete pricing details, please contact the company directly.

For a proper demo of this CRM solution:

For a proper demo of this CRM solution, please contact the company directly.

Rich’s View of Enkata Analytics Platform:

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