Datanautix Inc. Unveils DIAGNOSTIX™ Solution to Help Companies Quickly Discern What Customers Are Experiencing In Their Call Centers

Datanautix Inc. Unveils DIAGNOSTIX™ Solution to Help Companies Quickly Discern What Customers Are Experiencing In Their Call Centers

WINTER SPRINGS, Fla. – Datanautix, Inc., a developer of interaction analytics technologies that optimize customer experiences in small and large-scale contact center environments, recently unveiled its DIAGNOSTIX™ solution to help companies better manage the experiences their customers have when they call into their contact centers for support.

Sanjay Patel, chief executive officer of Datanautix, said the DIAGNOSTIX™ solution builds on years of experience and National Science Foundation funded R&D to bring to market a capability that provides quick insight into the experiences customers go through when they call into a company’s customer service operation. Developed through a process of actively listening to thousands of recorded conversations between call center agents and customers, the methodology allows for a rapid review that identifies sources of potential variability in the overall call process and customer experience.

“Driving an effective customer experience at the lowest possible cost is critical in today’s economy,” said Brendan Conlan, head of National Customer Service Strategy & Process Improvement at Nestle Waters. “Having seen the Datanautix DIAGNOSTIX™ tool in action for our company, I am impressed with how much information Datanautix can derive from a relatively small set of calls,” he said. “Companies that are struggling to drive costs downward and customer loyalty upward should be considering the benefits of the Datanautix offering.”

“The philosophy underlying this solution is that it is important to identify what to measure and how to measure it,” said Patel. “By identifying the right call elements and ensuring they are captured using quantitative measures where possible, it then becomes possible to identify areas of variability in customer experience delivery, and then drive predictable outcomes from change initiatives” he said.

Datanautix is also working on an Expert Quality Assurance Process Evaluator that will be able to quickly assess a company’s quality monitoring and assurance process in contact center environments and discover “blind spots” that lead to an incomplete perspective of the customer’s experience. In addition to identifying the blind spots, the expert system based solution will proactively recommend changes that companies can make during call monitoring to get a more customer-centric perspective. The underlying “intelligence” of this solution comes from Datanautix’ experience in a variety of verticals including technology, telecommunications, financial services and consumer products.

Patel said the Expert QA Process Evaluator will provide call centers with a quick assessment of current quality assurance processes and evaluate the potential of using the process as a leading indicator of customer experience and satisfaction. Combined with tools such as Statistical Process Control (SPC), Lean and Six Sigma, a well executed QA Process can be business transformational.

Datanautix is a client company of the University of Central Florida’s Seminole County Incubator site at 1511 E. S.R. 434 in Winter Springs.

For more information please contact:
Sanjay Patel, Founder & President, Datanautix, 407-349-5330, sanjay@datanautix.com
Esther Vargas-Davis, Site Manager, UCF Incubator-Seminole County, 407-278-4881
Tom O’Neal, Ph.D., Executive Director, UCF Business Incubation Program, 407-882-1102
Larry Vershel or Beth Payan, Larry Vershel Communications, 407-644-4142

About Datanautix:
Datanautix Inc. specializes in helping companies drive key business process improvements in the contact center/customer management market. The Datanautix Intelligent Interaction Analytics and “active listening” approach not only improves on traditional QA and CSAT measurement challenges, but goes beyond the ‘traditional’ to uncover customer expectations to help drive process changes to improve customer loyalty and operating efficiencies. Typical results from Datanautix’ business process reengineering deployment yield 20-30 percent in savings while driving overall customer satisfaction scores up by 10-20 percent. For more information, please visit http://www.datanautix.com/.

About the UCF Incubation Program:
Since its founding in 1999, the UCF Incubation Program has helped more than 100 emerging companies (including nearly 70 current clients) create over $500 million in annual revenue and more than 900 new jobs with an average salary of $59,000. With five facilities across the Greater Orlando community, the Incubation Program is a collaboration in economic development between the University of Central Florida, Orange County, the City of Orlando, Seminole County, the City of Winter Springs, and the Florida High Tech Corridor Council. For more information, please visit http://www.incubator.ucf.edu/.