2009 News

Datanautix Inc. Unveils DIAGNOSTIX™Solution to Help Companies Quickly Discern What Customers Are Experiencing In Their Call Centers

WINTER SPRINGS, Fla. (April 9, 2009) - 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

"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

"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

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,
Esther Vargas-Davis, Site Manager, UCF Incubator-Seminole County,
Tom O'Neal, Ph.D., Executive Director, UCF Business Incubation Program,
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

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