Contact Center Solutions Featured Article

April 14, 2008

Enkata Receives Highest Customer Satisfaction Rating

By Susan J. Campbell


Enkata, a provider of analytics and performance management software for customer operations, has announced that it has earned the highest customer satisfaction rating in an independent survey of companies using performance management software.

The survey, conducted by DMG Consulting, and reported in the “2008 Contact Center Performance Management Market Report,” recognized Enkata as earning the top scores in each category, including product, implementation, service and maintenance, training, professional services and overall satisfaction.

"Enkata has received high ratings in DMG Consulting's performance management customer satisfaction survey," said Donna Fluss, president of DMG Consulting, in a Monday statement.

"Customers gave Enkata consistently high marks across the board for products, implementation, service/maintenance, training and professional services offerings,” Fluss said. “The customer survey is a valuable part of our research methodology, delivering real-life feedback from the organizations using contact center performance management solutions."

In the industry, the DMG Consulting report is considered to be the most complete guide to the Contact Center Performance Management (CCPM) market. It provides a comprehensive market perspective on vendors, products, technology, trends, benefits, return on investment (ROI) and customer perception.

In its report, DMG analyzed seven other CCPM companies, including ASPECT, NICE and Verint (News - Alert). In the customer perception survey, customers rated their satisfaction for each category on a scale of one to five, with five being “completely satisfied” and one representing “not satisfied.” Enkata was the only vendor to receive a perfect score of 5.0 in the implementation category, the highest average score for any vendor in any category. 

"We attribute Enkata's high customer satisfaction scores to the fast return on investment achieved by our customers and Enkata's 'we earn your business every day' culture," said Ronald Hildebrandt, founder and senior vice president of marketing at Enkata, in Monday’s statement.

"Enkata's performance in the customer satisfaction survey, including the top score in the most critical metric -- overall customer satisfaction -- highlights our leadership within this growing sector."

The results of this survey come on the heels of additional market praise for Enkata. Gartner (News - Alert) recently named the company a “Cool Vendor,” and Customer Interaction
Solutions magazine awarded the Company both a 2007 Product of the Year
Award and 2008 CRM Excellence Award.

Customer satisfaction is a significant indicator in so many industries as to the success or lack thereof for a particular company. As such, the market for products that contribute to satisfaction is huge and achieving status such as Enkata has is a tremendous nod not only to its solutions, but also to its market positioning. With this recognition, it is likely that the company will continue to enjoy widespread adoption.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.



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