Richard Snow's Analyst Perspectives

Enkata Launches Action Center for Optimizing Employee Performance

Posted by Richard Snow on Sep 9, 2013 9:43:08 AM

Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Speech Analytics, Enkata, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Enkata Optimizes Claims Processing

Posted by Richard Snow on Jul 20, 2013 9:44:50 AM

Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve processing of healthcare claims.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Back-office process improvement, BPM, Enkata, Business Analytics, Business Intelligence (BI), Call Center, Contact Center, Customer Performance Management (CPM), Desktop Analytics, Workforce Force Optimization

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Predictive Analytics, Social Media, Customer Analytics, NICE Systems, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Business Analytics, Cloud Computing, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization

Enkata Expands Customer Analytics for a Better Customer Experience

Posted by Richard Snow on Feb 2, 2012 10:25:26 AM

The products of Enkata have generally been designed for what Ventana Research terms performance management for customer service and call centers, including applications connected to agent performance management (quality monitoring, coaching, training and related analytics) and operational performance analytics based on transactional, structured data. Recently Enkata has taken a new direction with its branding (“changing the customer experience”) and has been filling out its portfolio of products to include analytics for unstructured data, so it now includes speech (courtesy of a partnership with Callminer), desktop, cross-channel and text analytics; the last supports  the analysis of customer surveys and social media posts.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Callminer, Enkata, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Management, Workforce Performance Management (WPM), OpenSpan

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Attensity, Aurix, CallCopy, Enghouse interactive, Enkata, Genesys, mplsystems, NewVoicemedia, Nexidia, ShoreTel, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Altitude Software, and Verint, cTalk Ltd, Noble Systems, sword-ciboodle

Enkata Advances Contact Center Analytics to Improve Customer Experience

Posted by Richard Snow on Nov 27, 2010 1:22:33 PM

Among the important findings of our latest benchmark research on contact center analytics were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a regular or universal basis).

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Topics: Customer Experience Management, Operational Performance Management (OPM), Call Center Optimization, Customer Relationship Management, Enkata, Cloud Computing, Customer Service, Call Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)