Enkata, a provider of cloud-based workforce analytics solutions, will leverage technology from OpenSpan, a provider of 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.
The OpenSpan solution expands Enkata's current desktop analytics capabilities and adds a new desktop automation productivity tool to the workforce analytics suite. Desktop Analytics, combined with Enkata's performance management solutions, give managers visibility into agent and processor desktop skills, identifying underlying behaviors that drive up costs. Desktop Automation provides on-screen, contextual guidance to users to increase productivity and improve transaction or claims throughput.
"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."
"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."