Activity Tracker is a software component on a service agent’s desktop that captures data relevant to the customer interaction. Activity Tracker logs all desktop activity and captures screen patterns, field entries, displayed data and viewed information at the level of data fields within desktop applications.
The technology aims to shortcut typical contact center integration with enterprise data sources and shift data capture to the agent desktop at the point of customer interaction. Capturing data from desktops for analytic processing minimizes or eliminates the need for typical back end integrations, according to the company.
With a software as a service delivery model, Enkata claims it can shorten implementation times from six to nine months to six to eight weeks, saving time and cost on ramp-up.
The top two enterprise goals for 2010 are providing an outstanding customer experience and reducing costs, according to Donna Fluss, president of DMG Consulting, LLC. “Executives are looking for innovative ways to optimize the performance of contact centers to achieve these goals,” Fluss said in a statement. “They are increasingly turning to analytical applications to provide actionable insights that empower them to make improvements in near-real time.”
"With Activity Tracker, deployment of contact center initiatives to improve the customer experience and reduce operating costs take a few tens of thousands of implementation dollars, not hundreds of thousands of dollars," says Enkata's Joe McFadden, senior director of marketing. "These projects will also fall under a simplified IT governance process. Good for IT, good for the business lines wanting to impact the bottom line."
Valerie Valentine is senior editor for Information Management. You can follow her on Twitter at @va1va1entine or via email at valerie.valentine@sourcemedia.com.
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