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Offered in both on-demand and premise-based formats, Enkata 5 can identify and pull together seemingly disparate data from both front-line and back-office sources, aggregating it in such as a way as to allow contact centers to use it to streamline efficiency and vastly boost customer loyalty. Enkata 5 came about because the company listened to customer needs and built solutions to meet those needs. Most software companies operate in the reverse by building a solution and expecting users to adapt to it.

Enkata
2121 S. El Camino Real, Ste. 1200
San Mateo, CA, 94403

http://www.enkata.com


Product Name: Enkata 5

Enkata 5 is an Operational Performance Management (OPM) suite that offers industry-specific solutions designed to capture, integrate and analyze both front- and back-office operational data to provide businesses with actionable information needed to reduce costs while simultaneously increasing customer loyalty. Enkata 5 includes three solution suites: Enkata Contact Performance, Enkata Back Office Performance and Enkata Voice of the Customer. Together, the solutions help companies provide an integrated view of the entire end-to-end customer lifecycle, enabling organizations to both identify the root causes of costly operational failures that lead to high contact volumes, dissatisfaction and churn, and take corrective action that improves overall service and cost effectiveness.

Enkata Back Office Performance identifies process issues and defects in core operational systems that lead to rework, adjustments and customer dissatisfaction. By analyzing billing and claims information, users can pinpoint failures that lead to increased costs and inefficiencies and take action to correct them.

Enkata Contact Performance eliminates unnecessary call volume, improves agent productivity, reduces costs and increases customer satisfaction by providing actionable insight into customer contacts across all channels. Targeting the sources of inefficiencies and errors, Enkata Contact Performance helps companies identify why customers are calling and what operational improvements are required to eliminate unnecessary contacts.

Enkata Voice of the Customer identifies the drivers of customer dissatisfaction, customer value and churn by providing an integrated view of each customer’s cross-channel contacts and highlighting how interactions impact the customer relationship over time.


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