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Enkata and OpenSpan Collaborate for Performance Management Solutions

By Calvin Azuri
TMCnet Contributor

The current capabilities of Enkata’s suite of workforce analytics and performance management solutions for contact centers and back-office claims processing centers will be expanded. Technology from OpenSpan (News - Alert) will be leveraged by Enkata for the same. An announcement in this regard has been made by the top provider of cloud-based workforce analytics solutions, Enkata.

Desktop analytics and desktop automation capabilities will now be included in the new offerings from Enkata. Apart from improving efficiency of customer service representatives and back office claims processors, these capabilities will also improve their productivity and performance.

In a release, Enkata CEO Dave Stamm said, "Enkata continues to set the pace for analytics-based solutions used by leading customer-centric companies to understand and change the customer experience. Deeper and broader analytics drive systematic performance improvements in people and processes."

According to Stamm, the capabilities of Enkata's workforce analytics suite for performance management are expanded with the technology partnership with OpenSpan. Critical transaction and behavior data captured at the desktop can be therefore used advantageously.

Enkata's current desktop analytics capabilities are expanded with the OpenSpan solution. The workforce analytics suite of Enkata has been added with a powerful new productivity tool, desktop automation.

Visibility into agent/processor desktop skills is provided to managers by Desktop Analysis. The underlying behaviors that drive up costs are identified with these enhanced analytics. Routine tasks on the desktop when processing customer transactions are automated with Desktop Automation. Contextual guidance is provided to users on-screen. This helps users to increase productivity and improve transaction/claims throughput.

OpenSpan CEO Eric Musser said, "We're delighted that Enkata has chosen OpenSpan as part of its turn-key performance management solution for the contact center and back office. Utilizing OpenSpan, Enkata's customers can realize significant cost savings as their agents and processors use desktop applications more efficiently and effectively."

Enkata is the top company in cloud-based workforce analytics software for service operations. The intelligence and tools to systematically change the customer experience are provided by Enkata's analytics-powered applications. For more information, visit www.enkata.com.

The productivity of front and back office workers can be discovered, measured, and improved through a continuous improvement process with OpenSpan software. For more information, visit www.openspan.com.