2009 News

Datanautix Inc. Undertakes Major Study for Global PC Manufacturer

Winter Springs, Fla. --- Datanautix, Inc., a leading U.S. provider of analytics solutions for customer service operations, recently completed a major study that included a comprehensive analysis of tech support and customer service operations for a global PC manufacturer.

Sanjay Patel, chief executive officer of Datanautix, said the firm provided its proprietary DIAGNOSTIXTM analytics for the study, which uses computer-aided models to analyze thousands of customer service experiences to recommend improvements.

Datanautix developed the DIAGNOSTIXTM analytics methodology, which can improve productivity of customer service and call center operations by as much as 30 percent.

"Our client was faced with a continuing decline in market share and pinpointed customer satisfaction as a leading factor," Patel explained.

Customer satisfaction can be objectively measured using the American Customer Satisfaction Index (ACSI).

Patel said the client provided call center recordings that had already been analyzed using traditional quality control methods.

Using a process known as 'active listening,' Datanautix analysts look at what happens inside a conversation, Patel explained.

"We look for clues that point to what drives positive or negative moments in the call that effectively result in a good experience," Patel said.

"By comparing the Datanautix proxy for customer satisfaction to the quality scores the client measured through traditional analysis, we were able to show there as significant opportunity to improve the client's quality monitoring process in a way that successfully augments the client's ability to proactively identify failures in the agent-customer interaction," Patel said.

Applying the Datanautix solution includes an assessment of the potential outcomes of driving actionable process improvements.  In this case, the assessment found that in almost 30 percent of the calls, the active listening process deployed by Datanautix found that the customer's experience fell in a range that was significantly worse than it should have been.

"Companies often underestimate the importance of the customer's experience with a call center agent in shaping future purchase behaviors," said Patel "and hence fail to measure what is happening in that interaction."

"Agent-customer interactions are like a black box. Datanautix opens up the box to understand its contents. Inside the box is where the customer's actual experience lives. Inside the box is the flow of the interaction, the key events, expectations being met or not met - the deeper insight that companies need to achieve breakthrough improvements in their contact centers," Patel said.  "While some companies continue to throw money at new ways to measure the box, Datanautix clients look inside the box, turn their interactions into an asset, and tap into new levels of performance."

The DIAGNOSTIXT solution builds on several 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 experience.

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, 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.