Datapoint unveils 12-month exclusive European partnership with Knowlagent
Contact Centre Intraday Management software to enter European market via systems integrator
Datapoint has signed an exclusive sales and marketing agreement throughout Europe with US-based company Knowlagent, to enable contact centre managers to significantly reduce the 54 minutes a day that agents can spend idle. The partnership combines Datapoint’s Professional Services and 40+ years’ systems integration expertise with Knowlagent’s automated intraday management tool RightTime, enabling managers to improve key performance indicators, reduce costs by moving shrinkage activities and prioritise training and communications.
Recent research from ContactBabel1 suggests that a contact centre agent spends anywhere from 3.9 per cent to 12.8 per cent of their time idle. Assuming a seven hour working day, this means agents can spend up to 54 minutes per day waiting to handle an interaction. At the same time, contact centre managers want to increase productivity, diversify skill sets and consequently improve customer service. RightTime turns this idle time into ‘Active Wait Time’, or time that is spent more productively, whether this is additional training, coaching, back office work or re-allocating time to other departments.
“With around 10 million agents globally2, companies worldwide are wasting up to nine million hours a day on agent idle time,” comments Jim Close, UK Managing Director at Datapoint. “We will work exclusively with contact centres in Europe to tightly integrate RightTime with automatic call distributors and workforce management applications, and ‘operationalise’ technology in order to address business challenges and achieve rapid returns. Ultimately organisations could reduce the number of agents as well as use this new-found productivity to increase skills and expertise or increase back office resources and alleviate backlogs in other departments.”
He continues: “We have already seen significant interest from our European client base in solving this business problem including financial services, telecoms and outsourcing organisations. The success of deployments of RightTime in the US speak for themselves; one outsourcer has moved 3,100 hours of shrinkage activities into active wait time in just 90 days, translating into a saving of 240 full-time equivalent. A telecom company increased first call resolution performance 3 per cent in just three weeks. ”
The collaboration further enhances Datapoint’s contact optimisation offering for contact centres with 500 seats or more, with RightTime well aligned with Datapoint’s own suite of contact centre resource performance tools, Katalyst. When used together, both Katalyst and RightTime enable contact centre managers to better manage resources during unexpected contact volumes as well as effectively measure the performance of technologies, applications, teams, agents and other resources across the contact centre.
Matt McConnell, CEO at Knowlagent adds: “Datapoint’s business goals are well aligned with our own. Its extensive experience and knowledge within the European contact centre market will ensure strong interest from decision makers either looking to save money on over-provisioning of personnel and resources or find the time for improvements in the metrics that drive the most value for their customers.”
Knowlagent provides the only call centre software that increases agent utilisation by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. Over 300,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, visit www.knowlagent.com
Datapoint is a specialist in enterprise and call centre communications infrastructure and applications. We help our customers to perfect communication – within their enterprise and with their customers. We call this CONTACT-OPTIMISATION™.
Datapoint solutions make it easier for your customers to make sense of your business and enable you to increase customer satisfaction, grow relationships, boost revenues and motivate employees.
Vendor independent, but with strong relationships with the leading communications technology providers, our consultants, technology specialists and systems architects use their experience to help you define and implement solutions to your requirements.
Powered by our unique Katalyst third-generation platform and implemented by our managed services team, these solutions deliver true CONTACT-OPTIMISATION™.
Our geographic footprint extends to serving 550 clients in 41 countries, including responsibility for supporting 5,000 sites in those territories. Globally, Datapoint is a member of the Intelligent Communications Alliance extending our reach to 9,000 locations worldwide.
Our main offices are in Barcelona, Dublin, London, Madrid, Milan, Munich, Paris and Utrecht.