Systems integrator Datapoint has a new indexing system designed to give its customers clearer direction for contact-center optimization. The company says that the Katalyst mapping index within its suite of contact-optimization solutions brings together an array of complex metrics that allow managers to clearly see how the performance of their contact center is evolving.
“The vast array of metrics juggled by contact center managers is in desperate need of change to become more relevant to the enterprise," said Gordon Young, general manager of Katalyst. "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."
Datapoint says contact optimization with Katalyst combines the company's contact-center simulation engine with the market’s only contact-center indexing system, enabling managers to transform their contact center through sustainable and controlled improvements to operational models, while reducing risk and driving growth.
The system was developed to specifically respond to the four principal issues:
- managing increasing technical complexity;
- achieving recognition of the value of the contact center as a strategic asset;
- the need for enhanced metrics and better performance measurement;
- and understanding how interdependencies of cause-and-effect and cost-benefit affect contact-center performance
