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ORLANDO, Fla. (May 22, 2007) – Datanautix, Inc., a company that specializes in driving breakthrough change in customer experiences for large-scale service companies, has teamed with UCF’s School of Electrical Engineering and Computer Sciences to develop new, highly sophisticated technologies for the measurement of customer experience in contact center interactions.
$300 billion is spent annually by companies on a global basis on customer service center operations. Approximately 3-5%, or $10-15B, is spent on measuring the quality of the customer experience. Typical customer experience measurement tools include quality assurance monitoring within the contact centers as well as post-contact feedback mechanisms such as Customer Satisfaction surveys.
Leveraging experiences from past successes in the manufacturing sector, the Datanautix/UCF partnership has the potential for helping companies reinvent their approach to customer experience measurement. This could put Orlando on the cutting edge in a $300 billion industry.
Sanjay Patel, president of Datanautix, said the team’s objective is to bring to market technology based solutions that can help companies measure changes in customer experience and take corrective action in real-time rather than having to wait several weeks. Helping companies quickly identify the “learning opportunities” through predictive speech analysis has the potential of redefining the contact center industry in the same manner that tools such as Statistical Process Control have transformed manufacturing.
“What we want are accurate, objective ways to measure the quality of service being experienced by the customer in real-time,” said Patel. “The industry currently relies on subjective monitoring tools that are expensive, potentially inaccurate and often not timely. Companies such as Toyota have shown that it is possible to use statistical and predictive tools to design and deliver consistency. There is no reason this should not apply to the services industry. By leveraging the deep experience base that Dr. Hua and his team have in audio/video analytics, we expect to bring to market leading tools and techniques that can help companies improve customer experience and drive long-term customer relationships.”
Dr. Kien Hua, a professor in the university’s school of Electrical Engineering and Computer Sciences, said the match up with Datanautix is a perfect fit. “Datanautix has a very interesting business model that can benefit from the R & D that is ongoing in our laboratories,” Dr. Hua said.
“We have a great deal of experience in automated knowledge discovery using data mining techniques,” Dr. Hua explained, “that we can apply to the customer experience measurement domain.”
“We are excited about the UCF/Datanautix partnership and the potential benefits to Orlando. Orlando is recognized world-wide for its unique brand of customer service, technology and imagination. It is only fitting that Datanautix, a company embodying all those traits, calls Orlando home,” said John Krug, vice president of business development at the Metro Orlando Economic Development Commission. “Their ability to help companies engineer positive customer experiences will add new strength to a business ecosystem that makes Orlando an attractive location for call center operations delivering to global markets.”
Patel said he continues to seek funding for new R & D efforts that will lead to automated ways to measure the quality of the customer service experience provided. “Our company has developed an expertise in listening to our clients’ customers and we are now able to leverage our experience into developing platforms that will form the hub for designing and delivering excellence in customer experiences.” said Patel. “We expect to continue leveraging our success in securing SBIR funding as a means of accelerating our progress.”
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 breakthrough change in their back office and contact centers operations. Typical results from their business process reengineering projects yield 20-30% in savings while driving overall customer satisfaction scores up by 10-20%. 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. |
