Launch of Datapoint Katalyst to turn contact centres into highly prized business assets
Leading light in contact centre and unified communications systems integration announces new product to address contact centre issues
For years, contact centre managers have been under pressure from their Executive Board to demonstrate the contribution of the contact centre to the business, justifying its position as an important strategic asset. With the launch of Katalyst on Tuesday 11th October at Beaufort House, London, this elusive goal is in sight. Backed by Datapoint’s 43 years experience in transforming contact centre operations worldwide, Katalyst enables contact centre managers to optimise contact centre operations to drive efficiencies in the contact centre and align them to the business. To date, Datapoint has been recognised as a leading communications systems integrator.
Katalyst combines Datapoint’s contact centre simulation engine with the market’s only contact centre indexing system, enabling managers to transform their contact centre through sustainable and controlled improvements to operational models, whilst reducing risk and driving growth. Through the automated delivery of decision influencing data derived from customer interactions, scenario building and the planning, balancing and tuning of resource and asset requirements, Katalyst delivers a single, coherent view into the contact centre whilst ensuring full compliance and ongoing effectiveness. In return, businesses benefit from significantly improved customer service, reduced operating costs with improved revenues along with visibility of valuable business intelligence for critical decision making.
“Operation models are poorly understood and consistently experience pressures from inefficiencies and bottlenecks,” comments Gordon Young, General Manager of Katalyst. “As a result, any form of transformation project impacts every corner of the business.
Katalyst gives business executives a real-time, cohesive view of overall performance and aligns the contact centre’s processes and strategy with the objectives of the business. This ensures that managers can make decisions based upon hard facts rather than subjective data.”
Steve Morrell, Principal Analyst at ContactBabel adds: “Even in 2011, 51% of contact centres state that their senior management see them as an operational cost centre rather than a strategic asset, despite their vital importance to the customer experience. The complexity of contact centres is growing each year, with multimedia channels such as email, text chat and social media being forecast to grow strongly, along with pressure to improve customer satisfaction while maintaining efficiency. In such a dynamic and complex environment, an ability to measure and predict how solutions and business processes will impact upon each others’ cost and performance would be a powerful tool in managing cost while improving service and performance.”
Katalyst combines next generation analytics and modelling, together with real-time prediction functionality. The software is ideally suited to contact centres with 200 – 10,000 seats and can be configured to overlay any technology infrastructure.
Datapoint launches Katalyst to specially invited customers at Beaufort House on Tuesday 11th October 2011. The event is situated less than 10 minutes from Call Centre Expo, taking place at Olympia on 11th – 12th October. Press passes are available, to reserve yours, or to book a briefing with Gordon Young, please contact Spreckley Partners on the details below.
About Datapoint
Datapoint is a communication systems integrator for businesses. It specialises in providing contact centre, unified communication and IP telephony systems for enterprises, supported by the most comprehensive services portfolio in the industry. Differentiating Datapoint is its unparalleled understanding of voice communication – and its ability to integrate, implement and service communication applications that underpin its customers’ business processes.
The company is an Avaya Platinum Business Partner and an accredited partner of, amongst others, Corebridge, Genesys, Nexidia, NICE, Nuance, Polycom, Presence, Sipera and Verint. Datapoint serves more than 550 customers operating from 5,000 locations from 40 different countries in conjunction with the ‘Intelligent Communications Alliance’ which it founded. Headquartered in London, the company has 10 offices in Europe and the Middle East.
