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Enkata Utilizes Big Data Technology to Support Rich Analyses of Customer Experience Data

Addresses Growing Capabilities and Demands for Workforce Optimization and Customer Experience Analytics (January 19, 2012)

REDWOOD CITY, CA -- (Marketwire) -- 01/19/12 -- Enkata, the leader in customer experience analytics and workforce optimization solutions in the cloud, today announced the first in a series of applications of big data technology that supports the delivery of Enkata's full suite of solutions for contact centers and back office operations.

With Enkata's unique offering, Enkata customers access and analyze a growing amount of customer and employee transaction data coming from transaction logs, speech recognition, web usage, and agent desktop activity. Enkata's cloud-based, closed-loop performance management solutions correlate structured and unstructured data to uncover failure points and drive actionable steps to improve agent and operational performance.

Organizations are better able to engage the entire business ecosystem, tightly connecting people, including customers, employees, and partners, as participants in even more productive, efficient ways.

"Our unique ability to consolidate, correlate, sequence, analyze, and replay volumes of disparate data in the cloud provides a complete view of the customer journey," said David Stamm, CEO of Enkata. "Why customers made contact, how often, with whom, and to what outcomes? As ecosystems for service delivery include a greater array of participants -- home agents, contractors, third parties, as well as a greater number of touch points from retail to chat, it is critical to use big data technologies in the cloud."


Enkata's big data architecture addresses a new order of requirements for customer experience analytics:

  • Capture and store petabytes of data from 100% of customer, partner, and employee interactions over time
  • Handle a tenfold increase in structured and unstructured data from various enterprise sources:
    • Customer touchpoints (email, chat, phone, web, IVR)
    • Call statistics and recordings
    • Employee desktop transaction data and screen recordings
    • Social media data
    • Retail channels
  • Achieve new levels of response times for information access and analysis

"Our recent research shows that customer and transaction data are the most common types of big data analyzed by organizations," said David Menninger, Vice President and Research Director, Ventana Research. "In addition, within 12 months two thirds plan to use the cloud for some of their big data processing, so it is no surprise that services like Enkata are moving to these architectures for rapid response and scalability."

With the combination of its proprietary analytics, SaaS foundation, and big data technology, Enkata is the only analytics solution that provides touch point data from all participants, accelerating business with information and insights that anticipate and address evolving opportunities.

Enkata's Customer Journey Cloud is a set of analytics-powered applications that combine best-practice metrics, personalized dashboards, decision analytics and integrated workflow to improve the effectiveness of contact and claim centers. Fortune 500 companies choose Enkata to maximize the value of every customer interaction, deliver better service, control costs, and generate revenue.

About Enkata
Enkata is a leader and innovator in cloud-based customer experience analytics and workforce optimization. Our solutions give customer-centric companies visibility into the entire customer experience across each customer touchpoint -- social, self-service, live assistance, and retail sales and service operations. Customers achieve impressive gains in customer service industry rankings while reducing the cost to service each account. Enkata's Customer Journey Cloud is a set of analytics-powered solutions that capture unstructured data from voice and desktop sources used to improve operational process and employee performance. Fortune 100 companies trust Enkata to examine millions of customer interactions each day ensuring that each is delivering value to their customers. For more information, please visit www.enkata.com.

Company Contact:
Sean Stevens
Atomic PR for Enkata
415-593-1400
Email Contact


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