Enkata / OpenSpan Announce Partnership on Performance Management SolutionsIncludes Desktop Automation Solutions for Contact Centers and Claims Processing
July 15, 2011
Enkata, a leading provider of cloud-based workforce analytics solutions, today announced that it will leverage technology from OpenSpan, a leader in user process improvement software, to expand the current capabilities of its suite of workforce analytics and performance management solutions for contact centers and back-office claims processing centers. These new offerings include desktop analytics and desktop automation capabilities that improve efficiency, productivity and performance of customer service representatives and back office claims processors.
“Enkata continues to set the pace for analytics-based solutions used by leading customer-centric companies to understand and change the customer experience,” said Dave Stamm, CEO of Enkata. “Deeper and broader analytics drive systematic performance improvements in people and processes. This technology partnership with OpenSpan expands the capabilities of Enkata’s workforce analytics suite for performance management to take advantage of critical transaction and behavior data captured at the desktop.”
The OpenSpan solution expands Enkata’s current desktop analytics capabilities and adds a powerful new productivity tool to the workforce analytics suite—desktop automation.
Desktop Analytics - Combined with Enkata’s performance management solutions, these enhanced analytics give managers visibility into agent / processor desktop skills identifying underlying behaviors that drive up costs.
Desktop Automation - Automates routine tasks on the desktop when processing customer transactions. Provides on-screen, contextual guidance to users to increase productivity and improve transaction / claims throughput.
“We’re delighted that Enkata has chosen OpenSpan as part of its turn-key performance management solution for the contact center and back office,” said Eric Musser, CEO of OpenSpan. “Utilizing OpenSpan, Enkata’s customers can realize significant cost savings as their agents and processors use desktop applications more efficiently and effectively.”
Solutions are available immediately for order from Enkata. For more information please visit www.enkata.com.
Enkata is the market and technology leader in cloud-based workforce analytics software for service operations. Enkata’s analytics-powered applications provide the intelligence and tools to systematically change the customer experience by identifying broken processes and improving employee performance. Service operations for leading global brands in financial services, insurance, consumer services, health services, retail, and more, use Enkata to optimize employee performance, front and back office processes, and self-service channels. Enkata’s cloud-based solutions analyze billions of calls and transactions per day helping our customers to better service their customers. For more information, please visit www.enkata.com.
About OpenSpan, Inc.
OpenSpan software is used as part of a continuous improvement process to discover, measure and improve the productivity of front and back office workers. Using OpenSpan, organizations can discover how users and applications work together, measure process inefficiencies and compliance gaps, and improve user processes. OpenSpan solutions include simplifying application interfaces, automating manual tasks, and creating on-screen, contextual guidance. These user process improvements can be linked directly to increased revenue, enhanced customer and employee satisfaction and lowered operations costs. Visit www.openspan.com for more information or to download the free OpenSpan Studio IDE.