We started our customer interaction analytics business 12 years ago, and have been expanding into general data mining for the past 5 years. Here are some press releases and updates from our PR group:
Following the successful 2013 rollout of call monitoring software-as-a-service (SaaS) tools, Datanautix is expanding its software offerings and growing both the software and analytics teams. New software offerings include summarization tools, political speech analysis tools, and more. Datanautix continues to serve as both a software and a consulting company, offering clients the tools they need to solve their problems as well as the training and project management needed to reach speedy solutions.
Datanautix has always offered consulting services and methodologies to identify problems and solutions in customer interactions. With the development and deployment of new software to measure and analyze customer interactions, Datanautix is expanding into the software-as-a-service (SaaS) space. The fully web-based solutions are device independent, meaning they work everywhere from Windows laptops to iPads without any installation necessary.
Free form comments in CSAT surveys are an unmined treasure of insight into what customers like and dislike. Traditionally most companies take a subjective and qualitative approach to analyzing this data. Datanautix has developed a platform that enables companies to turn that subjective/qualitative information into insight by structuring the data to make it more objective and quantifiable. Using an n-gram token parser, the system extracts the most common phrases or snippets from the vebatims so that clients can get a quick snapshot into key drivers of customer sentiment.
Using the Datanautix Intelligent Interaction Analytics methodology, our team of analysts looked at the activation function of a prepaid Visa provider to help them determine how to increase the overall rate of conversion from temporary card holders to permanent card holders. Each permanent card holder is worth approximately 20 times a temporary card holder from a lifetime value perspective. Datanautix identified ways in which the company could increase overall conversion rates while also reducing <90 day cancellation rates.
The client is a provider of Medicare Insurance across several states in the US. The project was focused on helping identify drivers of call transfers as well incomplete resolution that led to repeat calls.
Building on the expertise of several years of Customer Experience Analytics for the English speaking market on a global basis, Datanautix set its sights on extending into the non-English speaking market. The Hispanic market in the US is a growing market representing a wide diversity of cultures and consumers. The Datanautix study revealed how treating the callers as a homogenous group and ignoring the underlying cultural diversity and its impact on language use etc. was actually driving a significantly longer call and potentially reducing overall customer satisfaction by as much as 20%.
Streamlining and cost containment were the primary drivers behind this retail energy provider’s interest in the results form a Datanautix Customer Experience Analytics engagement. The findings identified 3 primary drivers of dissatisfaction that were early indicators of customer churn.
As the incumbent and market share leader, this provider of landline and mobile voice and data services was facing a slow decline in Net Promoter Score and needed to come up with action plans to stop further market share erosion and drive higher customer loyalty. The Datanautix team stepped in and helped identify the core drivers of customer dissatisfaction so the client could better understand the gap between the expected and actual customer experience.
Collections is a global challenge and an area where balancing customer experience and collections effectiveness are often at odds. Datanautix was retained to help the bank identify ways in which agents could more accurately determine likelihood that customers were going to honor any “commitments to pay” and then treat them appropriately in the call. Datanautix developed a Risk Assessment Model that agents could use to place customers into risk buckets and structure the conversation appropriately. The model was over 90% accurate at predicting the likelihood of collecting the outstanding balance in a timely manner.
Sanjay Patel, the founder and CEO of Datanautix was interviewed and the company profiled as a viable alternative for firms seeking to reduce costs in the customer service centers without having to resort to moving the calls overseas.
Datanautix, Inc., an innovative technology firm based in Winter Springs, was awarded a major international contract to deploy its signature Intelligent Interaction Analytics solution to improve contact center operations for Stellar Asia Pacific, a leading call center and business process outsourcing provider in Australia.
Datanautix, Inc., a developer of interaction analytics technologies that optimize customer experiences in large-scale contact center environments, recently unveiled major enhancements to radically improve how companies can drive higher customer satisfaction while driving support costs down.
Datanautix, Inc., a company that specializes in driving breakthrough change in customer experiences for large-scale contact center environments, has teamed with UCF’s School of Electrical Engineering and Computer Sciences to develop new, highly sophisticated technologies for the measurement of customer experience in contact center interactions.
Sanjay Patel, founder and chief executive officer of Datanautix, an Orlando company that specializes in applying transformational analytics to customer service enterprises such as call centers and back office fulfillment operations, was recently a featured speaker at "Maximizing Your Return on Customer Investment: Customer Insight," a panel of experts at the third annual Customer Contact East Conference at Sanibel Harbour Resort & Spa in Fort Myers.
Sanjay Patel is one reason Americans often find themselves calling halfway across the world for technical support.
The company has received an SBIR grant to fund the development of a prototype that will allow for rapid identification of sources of variability in call center operations.