Ventana Research Analyst Perspectives

Enkata Launches Action Center for Optimizing Employee Performance

Posted by Richard Snow on Sep 9, 2013 9:44:34 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: Business Analytics, Business Performance, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Enkata, Operational Performance, Speech Analytics, Text Analytics, Customer Experience, Analytics

Enkata Optimizes Claims Processing

Posted by Richard Snow on Jul 20, 2013 9:44:21 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: Business Analytics, Business Intelligence, Call Center, Contact Center, Customer & Contact Center, Desktop Analytics, Enkata, Operational Performance, Workforce Force Optimization, Customer Experience

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:42 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: Business Analytics, Business Performance, Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance, Predictive Analytics, Sales Performance, Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance, Analytics, Call Copy, Compensation

Enkata Expands Customer Analytics for a Better Customer Experience

Posted by Richard Snow on Feb 2, 2012 10:25:54 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: Call Center, Callminer, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Customer Feedback Management, Customer Service, Desktop Analytics, Enkata, OpenSpan, Operational Performance, Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:21 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: and Verint, Business Mobility, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, cTalk Ltd, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Enghouse interactive, Enkata, Genesys, Interactive Intelligence, NewVoicemedia, Nexidia, Noble Systems, Operational Performance, Predictive Analytics, SAP, ShoreTel, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics, digital technology, Call Copy