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New indexing system sets the grade for contact centre optimisation

by david.nunes

New indexing system sets the grade for contact centre optimisation


Datapoint Contact-Optimisation Solution with Katalyst provides a performance mapping index to directly measure contact centre efficiency


Datapoint has launched a new indexing system for its customers giving clearer direction for contact centre optimisation. The Katalyst mapping index within Datapoint’s suite of contact-optimisation solutions, the first of its kind, brings together an array of complex metrics that allows managers to clearly see how the performance of their contact centre is evolving.


Gordon Young, General Manager of Katalyst comments: “The vast array of metrics juggled by contact centre managers is in desperate need of change to become more relevant to the Enterprise. Not only do they often hide as much as they reveal but it has been almost impossible to boil them down and measure how far your contact centre has improved in performance.”


Contact-optimisation with 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.


Developed to specifically respond to the four principal issues facing contact centre managers today: managing increasing technical complexity; achieving recognition of the value of the contact centre as a strategic asset; the need for enhanced metrics and better performance measurement; understanding how interdependencies of cause-and-effect and cost-benefit affect contact centre performance, Katalyst directly tackles the issues facing contact centre management today.


The Katalyst Index has received strong support from the analyst community. 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.”


Ideally suited to contact centres with 200 – 10,000 seats, contact-optimisation with 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 empirical statistics rather than subjective data. It combines next generation analytics and modelling, together with real-time prediction functionality.


Contact-optimisation with Katalyst equips contact centre managers with the ability to perform immediate analysis, what-if modelling and the opportunity to predict and act in a timely manner. As a result, this reduces costs, risk and uncertainty as well as drastically reducing time to react to any performance issues that may arise within the contact centre.


Gordon Young concludes: “Datapoint’s Contact-optimisation with Katalyst for the first time unites the people, processes and technology within a contact centre. By comprehensively monitoring all aspects of the contact centre and creating a performance mapping index, Datapoint’s contact-optimisation solutions are meeting the genuine demands of contact centre managers with all the performance data they need to optimise the efficiency of their contact centre, and as a result, the entire business operation.”


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.

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