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/.

Datanautix, Inc. goes Global and Delivers its Intelligent Interaction Analytics Solution to One of Australia’s Largest Call Center Providers

Datanautix, Inc. goes Global and Delivers its Intelligent Interaction Analytics Solution to One of Australia’s Largest Call Center Providers

Winter Springs, Fla. – Datanautix, Inc., an innovative technology firm based in Winter Springs, was awarded a major international contract to deploy its signature Intelligent Interaction Analytics solution to improve contact center operations for Stellar Asia Pacific, one of Australia’s leading call center and business process outsourcing providers.

Stellar engaged Datanautix to work on streamlining contact center operations for one of Australia’s leading retail energy providers in South Australia and Victoria. Upon recent completion of the project, Datanautix recommended process changes that will eventually drive an overall reduction in call center expenses by 25-35 percent while improving overall customer satisfaction scores by over 20 percent.

Sanjay Patel, chief executive officer of Datanautix, Inc., said the project is the firm’s largest international contract for its Intelligent Interaction Analytics solution.

Stellar Asia Pacific, a leading global call center provider based in Melbourne, Australia, employs more than 6,000 workers in 19 centers across Australia, the U.K., the U.S., Canada and the Philippines, and provides call center services in South Australia and Victoria to one of Australia’s major energy retailers.

“We have been impressed with the depth and sophistication behind the Datanautix methodology as well as the overall results they delivered for us,” said John Hollingsworth, chief executive officer of Stellar Asia Pacific. “The final results were very actionable and they were able to identify process improvement opportunities very early in the process. Applying the Datanautix capabilities to our customer service calls has yielded insight and information that is driving changes well beyond the call center operation for our client. Their findings are going to help streamline their marketing campaigns, focus on ways in which they can improve their billing statements and also lead to the development of an ongoing quality assurance process that’s more customer centric.”

“We are currently in discussions with Datanautix to determine how we can bring this capability to the Australian market and help our clients reduce operational costs as well as drive long term customer loyalty and advocacy,” said John Hollingsworth. “We are confident this will give our clients a competitive advantage with a very high ROI.”

Developed over the past three years, Patel explained that Datanautix’ proprietary conversation-mapping technology is designed to leverage the science of consumer behavior and operational analysis to help companies drive breakthrough change in how they manage contact center interactions with their customers.

“Our innovative new technology has been developed at the UCF Technology Incubator,” said Patel, “and has leveraged grants from sources such as the National Science Foundation and Enterprise Florida. Having one of Australia’s largest call center providers come halfway around the world to pilot our solution is strong proof that we have a unique and innovative capability that is competitively strategic in a global environment.”

The Datanautix Intelligent Interaction Analytics technology can track more than 200 possible customer experience indicators to capture the context of agent/customer interactions in a call center. “By combining our proprietary measurement toolkit with our data analytics and predictive modeling technology, we are able to pinpoint specific areas of process change and improvement that typically yields a 20-30 percent savings with an overall improvement in customer satisfaction of 15-25 percent,” Patel said.

“In the current economic environment, it is critical for companies to ensure that they are driving a customer experience that results in loyalty and customer wallet share,” said Patel.

“The post-sales service experience is one of the most important factors consumers use to determine whether to continue to do business with a company in the future. For retail providers that have thousands of customers and many competitors, driving optimal customer service transactions are absolutely critical to survival today,” he said.

“We found several ways Stellar and their clients can transform their customer’s experience while reducing costs,” Patel said. “That quickly translates into higher customer loyalty and shareholder value, which is more critical today than it has been in the last 50 years,” he added.

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 Stellar:
Stellar is a leading global call center and business process outsourcing provider, with over 6,000 employees across 19 centers in Australia, UK, USA, Canada and the Philippines. Stellar’s innovative solutions help clients reduce operating costs, improve quality levels and increase revenue and profitability. The company serves a range of clients in the telecommunications, utilities, transport, finance, government and manufacturing industries. In addition to call center outsourcing, Stellar specializes in document management, workflow automation technology and process outsourcing solutions. For more information, visit http://www.stellarbpo.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/.