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Contact Intelligence

How well do you know what's concerning your customers and how well can you respond?

Practical constraints often mean that you can only monitor a limited sample of calls, at the cost of precious intelligence.

Datapoint's two Contact Intelligence solutions - Voice Analytics and Agent Optimisation - enable you to analyse 100% of the information provided by customers and use it immediately to improve the service you offer in response.

What are the benefits?

• Understand, prioritise and act on the real-time issues customers have with your products or services
• Improve customer experience by being able to respond immediately to their concerns on an informed and targeted basis
• Reduce business effort by making potentially profitable use of agent downtime
• Ensure regulatory compliance and conformity with contact centre standards
• Improve employee experience by keeping them informed, appropriately trained and highly productive

How are they achieved?

VOICE ANALYTICS

• Automatic analysis of average handling time drivers and identification of common problematic call issues
• Provides real-time, 360° insight into customer satisfaction and the touch points and processes causing concern
• Directs focus to live issues, prioritise areas for improvement and develop call handling strategies on the basis of reliable statistical evidence
• Monitors the relative performance of individual agents and their compliance with required regulatory and service standards

AGENT OPTIMISATION

• Analyses patterns in call centre volume to schedule agent ‘call wait time’ to provide individually tailored ‘at desk’ training programs, information updates and coaching windows to address the concerns identified by Voice Analytics and campaign objectives
• Minimises the cost of training whilst ensuring that training programs are implemented with immediate performance impact

The Datapoint Dimension

When aligned to your business objectives by our unique Katalyst third-generation platform these solutions are enabled to deliver their true technology promise and full business benefits.

• Katalyst driven CONTACT-OPTIMISATION™
• Consulting insight
• Market leading technologies
• Solution architect specialists
• Active managed service support

DATAPOINT SOLUTIONS, DELIVERING BUSINESS BENEFITS, PERFECTING CONTACT-OPTIMISATION™