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ORLANDO, Fla., (April 20, 2007) --- Sanjay Patel, founder and chief executive officer of Datanautix, an Orlando company that specializes in applying transformational analytics to customer service enterprises such as call centers and back office fulfillment operations, was recently a featured speaker at “Maximizing Your Return on Customer Investment: Customer Insight,” a panel of experts at the third annual Customer Contact East Conference at Sanibel Harbour Resort & Spa in Fort Myers.
Patel said the conference, part of the Frost & Sullivan Executive MindXchange series of seminars, typically attracts individuals at the executive level of management in companies. Frost & Sullivan's Customer Contact 2007 is where executives come to get the latest
strategic, tactical and operational information they need to drive customer satisfaction and
excellence in their contact center. It delivers the thought leadership, tools and techniques to
make it happen, and dives deep into success factors including people (agents are the
most valuable asset), the processes (and the metrics that drive them), and the enabling
technologies (underlying it all).
Dan Hernandez , senior vice president of SYKES Enterprises (NASDAQ: SYKE) led the panel discussion.
Patel said key topics included use of customer interaction analytics to dramatically improve the customer experience; leveraging technology to enable high end analytics of customer and agent transactions; and applying customer interaction analytics (such as those being developed by Datanautix) to non-voice channels such as email and online chat to determine their effects on the customer experience.
Datanautix, a client of the UCF Technology Incubator, was recently awarded a $99,981 Small Business Innovation Research (SBIR) grant to develop innovative tools to help businesses better serve their customers. Patel said the grant was awarded by the Office of Industrial Innovation at the National Science Foundation.
“Customer support is core in developing customer relations, a necessary element in achieving SYKES’ mission to build loyalty to our clients’ brands. By actively listening to what our clients’ customers say, we’re able to inform our clients about actionable intelligence gathered from the voice of the customer to help our clients make informed decisions that produce predictable success.” said Dan Hernandez, senior vice president, Sykes Enterprises, Incorporated.
“This is a new and unique approach in the contact center services space and Datanautix has a proven ability to extract the needed and meaningful moments of truth from conversation analysis. The current research and development efforts of Datanautix will result in the types of solutions that are needed in the industry.”
For more information, contact:
Sanjay Patel, Founder & President Datanautix, 407-349-5330 sanjay@datanautix.com
Tom O’Neal or Carol Ann Dykes, UCF Technology Incubator, 407-882-0202
Larry Vershel or Beth Payan, Larry Vershel Communications, 407-644-4142
About Datanautix
Datanautix Inc. specializes in helping clients realize more effective results from their back office and call centers operations. Typical results from their business process reengineering studies 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 Technology Incubator
Since its founding in 1999, the UCF Technology Incubator has helped more than 80 emerging technology companies create over $200 million in annual revenue and more than 700 new jobs with an average salary of $59,000. The UCF Technology Incubator was named 2004 Incubator of the Year by the National Business Incubation Association. Headquartered in Research Park near the University, the Incubator is a collaboration in economic development between UCF, Orange County, the City of Orlando, Seminole County, the Florida High Tech Corridor Council and the Metro Orlando Economic Development Commission. For more information, please visit http://www.incubator.ucf.edu. |
