Why did Datapoint create Katalyst?
With more than 40 years experience at the leading edge of the contact centre and unified communications markets, Datapoint is highly regarded for its contact centre expertise and its depth of knowledge of contact centre systems. Datapoint has found that as contact centres have grown in complexity they have become more difficult to performance manage and change in real time. As a consequence many fail to deliver what is expected of them and are unable to play their part in enterprise success. Katalyst directly addresses the issues in play in contact centre management and enables organisations to realise the potential within their contact centres and make them true strategic assets.
How can my executive team benefit from Katalyst?
Katalyst enables our consultants to model and optimise your contact centre to reduce costs, while increasing profitability and customer and employee experience. Deploying Katalyst will enable your executive team to directly see operational gaps in the contact centre. The operational intelligence supplied by Katalyst empowers your executive team to manage business risk and ensure that your contact centre activities are aligned with their desired business outcomes. Your executive team will be able to directly manage the outcome of business transformation projects to ensure they are implemented as planned and achieve the return on investment predicted of them. The quality and real-time operational intelligence delivered by Katalyst will enable executives to take the initiative and move from tactical, reactive management to proactive strategic management.
How can Katalyst help us achieve maximum value and efficiency from our contact centre?
Katalyst identifies the projects, resources and equipment that can be optimised. Katalyst eliminates unnecessary interdependencies that impact upon operational performance and drain scarce resources away from higher priority activity. Katalyst helps you ensure that the investments you make in people, process and assets are optimised and that the return on investment you predict of them is achieved.
Why should we implement Katalyst when we already have systems that give us insight into each of our contact centre technologies?
Vendor systems are not interconnected nor do they show the interdependencies between systems. Katalyst models your whole contact centre and is consequently able to provide a unified and consistent view of your entire operation.
Katalyst enables you to verify whether current investments are delivering the return on investment predicted of them and validate potential investments to understand whether the return on investment you desire is actually achievable in your contact centre.
Katalyst's analytical capabilities enable you to drill down to understand how an individual agent or piece of technology in the contact centre is performing.
How does Katalyst differ from other business intelligence applications like SAP, Business Objects and Oracle?
Katalyst is the only business intelligence solution to be designed specifically to enable contact centre optimisation. It is the only solution that focuses on how contact centre activities, processes and technologies impact upon the emotion and effort experienced by customers, employees and the business alike. It is the only solution that enables users to build a target operating model and verify contact centre transformation projects against their intended outcomes. It is the only solution capable of aligning actions in the contact centre with their outcomes.