Enkata’s Expanded Strategic Service Suite Transforms Contact Centers Into Selling Centers


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Fully Packaged Sales Performance Solution, Balanced Service and Sales Metrics, Automated Coaching Plans and Rapid Deployment Option Round out Next-Generation Suite

San Mateo, Calif.—October 14, 2008—Enkata, a leading provider of performance management software, today unveiled the next generation of its Strategic Service Suite, a ground-breaking solution that will accelerate a service center’s delivery of a differentiated customer experience and transition to a profit center.

The Enkata Strategic Service Suite is the only solution available today with features designed specifically to help contact centers increase their selling effectiveness while also delivering first contact resolution (FCR). The suite of products includes a packaged sales performance solution, balanced service and sales metrics, automated coaching plans and a rapid deployment option. Leveraging these capabilities, organizations accelerate the service-to-sales transition by providing supervisors with advanced performance management tools to develop confident, effective revenue-producing agents.

“We strive to deliver an excellent customer experience and generate value with every interaction,” said Frank Madonna, chief operations officer of BNY Mellon Shareowner Services. “Enkata has helped us maximize the value of these exchanges, increase our overall efficiency, enhance our first contact resolution, and help our customers get the most value from our service model.”

Focusing on improving sales effectiveness, the latest Enkata Strategic Service Suite introduces several new technology advances into the performance management market building on the success of Enkata’s unique Action Analytics platform and innovative FCR solution. These advances include:

• Sales Performance Business Solution: Delivers tailored sales metrics, dashboards and reporting to directly address the challenges contact centers face as agents take on sales roles. Enkata Sales Analytics identifies opportunities to improve offer yield and offer rate.

• FCR, average handle times (AHT) & Sales Correlation Analytics: Tracks the relationship between FCR, AHT and sales to validate that any increase in AHT is being offset by lower repeat calls and increased revenue. With Enkata’s FCR Business Solution, companies can self-fund their shift to sales by reallocating the 3 to 5 percent call volume reduction towards selling time.

• Automated Sales Coaching Plans with Action Scores: Provides supervisors coaching plans that automatically prioritize the agents, metrics and call reasons with the most potential for improvement. Supervisors can spend more time coaching and less time reviewing reports by letting Enkata’s Action Score tell them where to spend their scarce coaching time.

• Deep Drill Supervisor Dashboards with “Click to Call” Features: Provides the first and only performance management solution that drills from an agent’s metrics into individual call details (transfer, hold time, escalated, system and agent notes, call recording ID); allowing supervisors to identify specific calls in seconds for more constructive, fact-based and actionable coaching.

• Enkata Rapid Applications: Goes live in less than 60 days. Enkata’s “Sales Performance” Rapid Application is a streamlined, packaged set of metrics, dashboards and reports that enables a customer to get results quickly. Other Enkata Rapid Applications include “Next Call Avoidance” and “Coaching.”

“Converting reactive, cost-oriented call centers into proactive, engaging real-time revenue generators is a strategic imperative for call centers and their enterprises,” said Donna Fluss, president of DMG Consulting LLC. “Within the next eight to ten years, the majority of today’s service-oriented call centers will become quota carrying revenue-generating profit centers. It’s time for these departments to expand their value to customers by using their strong customer advocacy skills to enhance customer relationships and generate incremental revenue.”

“Companies have an incredible opportunity at their finger tips: turning a contact center from a business expense to a strategic part of the enterprise. What they have lacked until now, however, are the proper tools to improve first contact resolution and make the service to sales transition successful,” said Ronald Hildebrandt, founder and senior vice president of marketing at Enkata. “With our new release of the Enkata Strategic Service Suite, companies can deliver an exceptional customer experience and increase customer loyalty and revenue as well.”

The latest release of the Enkata Strategic Service Suite comes at a time of widespread industry praise for the Company’s products and customer success improving first contact resolution. In DMG Consulting LLC’s “2008 Contact Center Performance Management Market Report,” Enkata earned top scores in product, implementation, service and maintenance, training, 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. Companies using Enkata’s performance management solutions have also been recognized for the outstanding service they deliver to customers including Chase Card Services, which was awarded a Ventana Research Performance Management Leadership Award and 2008 CRM Magazine 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 to maximize the value of every customer interaction, deliver better service, control costs, and generate revenue.

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