In a single solution, Enkata reduces rework by telling organizations, what is wrong, who needs to improve, how to achieve those improvements, and where those efforts are working. No other product can uncover the specific agent behaviors that drive repeat calls into the contact center – and the results are tangible – demonstrable call reduction and productivity gains average for Enkata users in the order of 25 to 40 percent.

The Enkata On-demand Performance and Talent Management Solution delivers:

• Intelligent Metrics
• True First Call Resolution
• Call Reasoning
• Scorecards and Dashboards
• Operational Reporting
• Root Cause Analytics
• Coaching
• Goal Management

Enkata’s solution generates significant improvements, savings and ROI at some of the world’s largest service organizations, including six of the top 10 health insurers and two of the largest financial institutions. Enkata has demonstrated its industry leadership through numerous awards. In 2007 alone, Gartner named Enkata a “Cool Vendor,” Customer Interaction Solutions magazine awarded the Company a CRM Excellence Award, and Ventana Research’s delivered a Performance Management Leadership Award to Chase Card Services for its use of Enkata solutions.