Enlighten

Question 1

What are KPI’s for Enlighten

Answer 1

CSAT / NPS / Employee Satisfaction / Reduce Cost / Operational Efficiency

Question 2

What are buyer persona’s for Enlighten

Answer 2

Customer Care,

VP of Contact Center

Operations Executive

Customer Experience Titles

Quality Assurance Executive

Question 3

What are business Challenges for buy personas for Enlighten

Answer 3

Time and resources spent reviewing interactions

Fix inconsistent agent evaluations

Hold agents accountable for their performance

Question 4

What are key capabilities for Enlighten

Answer 4

• Interactions are calculated on a 100% grading skill so easy to understand.
• Automatically measures 9 agent behaviors based off of sentiment
• Dashboards on one single interface

Question 5

What are disco Q’s for Enlighten

Answer 5

How do you measure agent skills that affect Cust Satisfaction?

What do your agents think of your evaluation process?

Question 6

What are differentiators for Enlighten

Answer 6

They get immediate value with the dashboards based off of behaviors.

Immediate feedback to agents for each interaction

Question 7

What are Competitors for Enlighten

Answer 7

Verint / Genesys / CallMiner / Clarabridge / Cogito

Question 8

What are Success Stories for Enlighten

Answer 8

Comcast - They didn’t need to listen to very interaction. Saved money and improved employee satisfaction