Datanautix Unveils Major Enhancements to Software Designed to Improve Customer-Agent Interactions

Nov. 25, 2008 - PRLog -- Sanjay Patel, chief executive officer of Datanautix,  a developer of interaction analytics technologies that optimize customer experiences in large-scale contact center environments, said the Intelligent Interaction Analytics v4 (IIA 4.0) solution builds on several years of experience and National Science Foundation funded R&D to bring to market a breakthrough technology platform that redefines how companies can drive outcome oriented analysis of the interactions customers are having with their contact center agents.

“The new features in this release transform the call monitoring process through a unique approach to call flow decomposition and analytics that allows each call to be measured using a library of over 200 key attributes,” said Patel.  “Additionally, the platform supports the ability to decompose the call flow into discrete components so companies can identify sources of variability and hence drive significantly improved consistency in the experiences their customers go through,” he said.

“The enhanced Intelligent Interaction Analytics v4 platform allows the user to deconstruct a single customer service call into its component parts,” Patel said. The result augments interaction reporting, improves the aggregated statistical analysis of process flows across calls, and delivers a key capability to tag and annotate, in a simplified and meaningful way, call recordings for targeted feedback, coaching and training.

A planned enhancement to the software’s call decomposition module will allow for the selection and playback of relevant portions of a call recording along with detailed comments and feedback.  Patel said Datanautix is currently testing an automated coaching tool slated for release in early 2009.

The company 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, Inc. is a client company of the University of Central Florida Incubator-Seminole County/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 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 call 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 www.datanautix.com.

About the UCF Incubation Program

Since its founding in 1999, the UCF Incubation Program has helped more than 100 emerging companies create over $200 million in annual revenue and more than 800 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.