2009 News

Datanautix CEO sees bright future as corporations return contact center operations to U.S.

WINTER SPRINGS, Fla. --- New technology and new government policies promise a bright future for U.S. contact center operations, says Sanjay Patel, chief executive officer of Datanautix, Inc., an Orlando area firm that ranks as one of the world’s leading innovators in call center analytics technologies.

“President Obama’s call to end the tax advantages that make overseas operations so much more profitable will likely convince many U.S. companies to bring their contact center operations back home,” Patel said, “and that means many more jobs for Americans.”

Delta Airlines recently announced its decision to do just that, Patel said. “Typically companies tend to consider offshore alternatives such as India and the Philippines when the cost differential is at least 30%. When you couple wage inflation in those geographies with a significant reduction in the tax-sheltered status of offshore operations, the economics change in favor of locating more contact centers domestically.”

But in order to compete with cheap foreign labor, American contact center operations must maximize their productivity, Patel said. That’s where Datanautix comes into play.

Patel and his engineers have designed a suite of software solutions that reduce contact center operations costs by as much as 20 to 30 percent by increasing the productivity of contact center workers. In addition to immediate impact to the bottom line, the Datanautix technologies can drive customer satisfaction up by 10 to 20 percent. Companies such as Sprint and Dell that have seen a drop in their customer satisfaction scores as measured by the American Customer Satisfaction Index have also seen significant drop in market share. A recent Accenture study shows that customer service, not price, remains the top cause of customer churn. The study found that 68% of customers that switched service providers did so because of a bad customer service experience.

“When a customer goes to your competitor because of a poor service experience with you, you are now at the mercy of your competitor giving that customer a bad service experience so they might switch back to you.” said Patel. “That is a poor position to be in – it is strategically smarter to strategically ensure your customers do not have a poor experience. By helping companies provide better service in a manner that is cost effective for them, we are in an exciting market position.”

Datanautix began working on specialized software for contact center companies five years ago. Today, the firm’s Customer Experience Analytics technology ranks among the most advanced in the industry and has been deployed in contact center environments in 10 countries.

“We can thoroughly analyze contact center operations to eliminate non-productive efforts and streamline the entire process,” said Patel.

“Contact center managers can instantly determine which tasks are most successful and focus their efforts on tasks and assignments that require their expertise,” Patel added.

Datanautix, Inc. is a client company of the University of Central Florida Business Incubation Program located at the Seminole/Winter Springs site at 1511 E. S.R. 434.

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 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.