Datanautix, Inc. CEO Interviewed by TechJournal South about helping bring offshored Jobs Back to the U.S.

Datanautix, Inc. CEO Interviewed by TechJournal South about helping bring offshored Jobs Back to the U.S.

WINTER SPRINGS, Fla. – Datanautix, Inc., an innovative technology firm based in Winter Springs, was profiled recently by TechJournal South, a technology business publication for the Southeast region, reaching over 60,000 technology executives each month. Detailed coverage can be found online at the TechJournal South site on this link http://www.techjournalsouth.com/news/article.html?item_id=7156.

Sanjay Patel, the founder and president of Datanautix was interviewed and the company profiled as a viable alternative for firms seeking to reduce costs in the customer service centers without having to resort to moving the calls overseas. 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. Getting coverage like this in technology publications is a strong indication of the timeliness of solutions such as the Datanautix Intelligent Interaction Analytics offering.”

“The economic challenges we face coupled with globalization gaining momentum, it is critical for companies to drive to a level of efficiency and effectiveness. Our solution gives companies a viable alternative to taking jobs offshore” said Patel.
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.

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/.

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/.