Enkata Breakthrough in First-Contact-Resolution Technology Delivers “Instant Replay” of Entire Customer Experience


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New Sequence Replay Feature Brings End-to-End Customer Experience, Across All Channels, to Dramatically Improve Call Center Operations

San Mateo, Calif.—May 19, 2008—Enkata, a leading provider of performance management software, today unveiled the next generation in First Contact Resolution (FCR) solutions, for the first time enabling contact center professionals to walk in a customer’s shoes and replay an entire end-to-end customer experience.

The new Sequence Replaytm technology, introduced in Enkata’s First Contact Resolution 2.0 Business Solution, illustrates customer moves between all channels of contact, such as agent-handled calls, interactions on the Web, and self-service IVR transactions. This rich customer experience context helps managers deliver more effective agent coaching, discover hidden process breakdowns and uncover potential self-service improvement opportunities.

“Enkata has helped us achieve unmatched insight into the customer experience and significantly improved our ability to resolve customer questions in the first call,” said Frank Madonna, chief operating officer for BNY Mellon Shareowner Services. “We service our customers across a variety of channels and Enkata’s solution easily shows us how customers interact across these channels, enabling us to improve our service delivery and coach to improve first call resolution.”

The new version of the First Contact Resolution Business Solution is part of Enkata’s Software-as-a-Service (SaaS) Performance Management Solution, which is specifically designed to improve agent performance and deliver an enriched customer experience. Version 2.0 of the Business Solution leverages Enkata’s award-wining Customer Experience Analytics and adds an updated FCR algorithm, enhanced Automated Call Reasoning (ACR) and a new daily “Customer Experience Flash Report” that automatically highlights examples of the day’s best and worst customer experiences to managers.

“Organizations have never been more focused on understanding the entire customer experience in order to improve first contact resolution and maximize revenue. Yet existing solutions focus only on individual contacts, like an initial call or Web transaction, forcing supervisors to dig through many different systems to piece together a customer experience,” said Ronald Hildebrandt, founder and senior vice president of marketing at Enkata. “With the introduction of Sequence Replay, organizations will for the first time trace a customer’s steps across any channel, any site and any agent to fully understand what happened. As part of the complete Enkata solution, it also delivers concrete, next-best actions for coaching and process improvements to directly improve first contact performance.”

“Despite the widely held belief that first contact resolution is the foremost indicator of a contact center’s delivery of a satisfactory customer experience, most organizations still struggle to resolve a customer’s issue in the first point of contact,” said Ken Landoline, program manager, Yankee Group. “Enterprises that are serious about impacting FCR need to look beyond measurement methods that rely on data sampling. Successful FCR implementations require rich analytics-based performance management software solutions that monitor all transitions to ensure that FCR is being measured accurately and that the data exists to take aggressive action in eliminating performance gaps.”

Enkata continues to receive a landslide of industry praise. In DMG Consulting LLC’s “2008 Contact Center Performance Management Market Report,” Enkata earned top scores in product, implementation, service and maintenance, training and professional services categories, as well as the highest scores for customer satisfaction. In the past year, Gartner named Enkata a “Cool Vendor,” and Customer Interaction Solutions magazine awarded the Company both a 2007 Product of the Year Award and 2008 CRM Excellence Award. Using Enkata solutions, Chase Card Services also earned a Ventana Research Performance Management Leadership Award—and most recently—a CRM Magazine 2008 CRM Service Elite Award.

About Enkata

Enkata is the market and technology leader in Software-as-a-Service (SaaS) Performance Management for customer operations. Enkata’s analytics-powered applications combine best-practice metrics, personalized dashboards, decision analytics and integrated workflow to improve the effectiveness of organizations’ contact and claim centers every minute, every day. Fortune 500 companies choose Enkata for advanced analytics, proven ability to eliminate rework and SaaS delivery model.

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