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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. |
