CallMiner and Enkata, a provider of cloud-based workforce analytics software, today announced an agreement to jointly bring to market a workforce optimization solution that extends Enkata’s Workforce Analytics Suite to include CallMiner’s Eureka 7.2 speech analytics.

“Our companies have a shared vision for where speech analytics fits into a broader performance management solution,” said Dave Stamm, president and CEO of Enkata. “The addition of speech analytics strengthens a core Enkata differentiation—the application of analytics to systematically change the customer experience by identifying broken processes and improving employee performance. Speech analytics provides additional new data to further support process change management, quality assurance, and agent development outcomes.”

CallMiner’s president and CEO Terry Leahy said, “CallMiner is very pleased to partner with Enkata as we believe they deliver exceptional value to the contact center for quality assurance, performance management, and workforce analytics solutions. We also believe CallMiner Eureka’s scoring, indexing, and categorization functionality received via Enkata’s product portfolio provides an exceptional way for organizations to identify opportunities to improve overall performance.”

The fully integrated solution is available immediately for order from Enkata. For additional information, contact sales@enkata.com

About Enkata

Enkata is ta provider of 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 year helping our customers to better service their customers. For more information, please visit www.enkata.com.

About CallMiner

CallMiner provides enterprise speech analytics. CallMiner Eureka enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the process of extracting information from customer calls, uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs, and more. This timely business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of service delivery, and identify areas for process improvements. CallMiner's customers realize improved customer retention, higher first call resolution, greater agent and supervisor productivity, and lower quality assurance costs. For more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.