As a systems integrator, Datapoint selects its technology partners based on being best of breed for the market segments we operate in.
This is built on an ongoing evaluation process that includes regular briefings with vendor executives and product evaluations in our iLAB. Factors that are included in our overall assessment and approval of a vendor’s solution include the product road map, solution scalability, resilience and inter-operability. R&D resource, post sales support, financial stability, channel management resource and referencability
Datapoint provides a best-time-to-call application for increased outbound campaign productivity and strategy management. Its sophisticated patented algorithms track call result history over time and this information is used to predict the best number to call and the best hour of day to reach the person at that number.
Datapoint's call recording solutions range from voice only recording to those that can record online chat and collaboration sessions. Co-ordinated screen capture is also available. Some can even record the interaction between a customer and an IVR service. The solutions will operate in either TDM or VoIP environments.
Datapoint provides campaign and list management applications to support outbound campaigns. These scale from single site operations to managing and load balancing multi site, multi region campaigns with centralised control of administration, automated list management, campaign design and reporting.
Datapoint provides a full range of converged network services. This covers the whole lifecycle from auditing, designing, piloting, optimising and upgrading to ongoing network monitoring and support. We evolve traditional voice and data networks into converged ones that are enabled to manage data and real time, multi media traffic in call centre and unified communication deployments.
Datapoint provides Computer Telephony Integration (CTI) as a core component of its routing solution set. It is also a foundation stone for providing segmented customer service by matching the customer profile and service request to best skilled agent or self service application.
Datapoint provides automated caller identification and verification (ID&V) which allows a call centre customer to be identified and their identity validated through the use of an automated speech recognition self service system. When combined with “intelligent call routing” which uses speech recognition technology to identify the reason for the customers call, the total solution can provide organisations with a completely automated “Customer Front Door”.
Datapoint provides a suite of customer survey options that can be deployed via IVR, email or web interfaces. They can work independently or be integrated with existing back office, call centre or CRM systems.
Datapoint provides data marts as an embedded part of our interaction hub solutions. They provide a unified data repository from multiple sources to be output as customised reports, ad hoc query and analysis, executive dashboards, feeds into analytical applications or integration with enterprise data warehouses.
Datapoint offers both hardware and software based dialler solutions that fit the needs of small scale teams up to those involving thousands of agents across multiple sites. Diallers can be organised to operate individually, as a dialler farm with centralised campaign management or for those with virtualised call centres, as a universal capability removing the need to duplicate hardware investments at each remote site.
Datapoint offers solutions for email and fax management that are integral components of an interaction hub solution. This means they are not point solutions and have not been designed to function outside that environment. However some solutions are compatible with a wide range of third party e-mail servers if these are preferred and can act as email gateways into the integrated solution.
Datapoint provides a range of headsets suitable for the occasional user to fully featured sets for call centre agents. These include chorded and wireless models, some of which allows for distances of up to 300 feet from the base unit and 8 hour talk time with 80% recharge in 1.5 hours.
Datapoint provides a range of solutions for integrated reporting. Some of these are modules within pre integrated solutions such as interaction hubs, workforce management and quality and performance management systems.
Others are reporting modules that are driven by data marts which are designed for business intelligence applications that span all the relevant data sources within and external to the call centre in order to provide a common reporting platform
Datapoint provides a range of interaction hub solutions that are ideally suited for multi-media and multi site environments. They can be deployed in pilot mode in configurations as small as 30 seats with only a single communication medium in active use. From this they can be scaled seamlessly to any number of positions utilising a full array of multi media over any number of locations.
Datapoint provides a range of solutions for multi media routing and queuing. These are a central feature of the interaction hubs we supply which have the native benefit of universal queuing and reporting across all media.
Datapoint provides a range of phones. From traditional TDM handsets to VoIP enabled ones for reduced call charges and those that are SIP enabled for broader unified communication duties.
Datapoint provides a wide range of quality monitoring and performance management solutions. Some are pre integrated modules within an interaction hub solution while others are part of a wider portfolio of optimisation solutions that include complimentary functionality such as e-learning and analytics.
Datapoint provides a variety of scripting solutions that offer screen flow and conversational prompts for voice, chat, email and automated workflow distribution. These are integrated tools that work with the interaction hub solutions we provide.
Datapoint offers two approaches to SMS solutions. One is for interaction hub solutions which typically deal with SMS messaging by having them converted into email format through a third party SMS provider before sending them into the unified queue for multi media routing under a common set of business rules. The same conversion process applies for outbound communications.
The other approach, using the same provider, is a stand alone hosted service for those needed rapid access to SMS or MMS.
Datapoint provides a range of speech analytics solutions. Two are integral modules within performance optimisation portfolios while the other is a stand alone solution that can be readily integrated with any of the major recording platforms.
Datapoint provides a variety of solutions to build unified desktops that are customised to the customer service needs of individual brands.
The end result is a single interface that dynamically calibrates itself to offer the necessary information and communication services required to fulfil each stage of a customer service workflow. The set of screens can be designed for a generic workflow or be more tightly customised for specific services or agent work groups.
Datapoint provides open standards based telephony self service platforms (voice portals) that can support a variety of technologies which include DTMF recognition (touch tone), speech recognition, voice verification (voice biometrics) and text-to-speech.
Datapoint provides the latest generation solutions for displaying real time reporting in call centre environments. These products are able to collect data from a variety of sources such as the ACD, call recording, WFM or any other open data source. This data can then be displayed on a variety of display solutions such as LCD, Plasma or agent desktop. The underlying content management system can also be configured to push data to email inboxes and wireless devices.
Datapoint offers solutions for web chat and collaboration management that are integral components of an interaction hub solution.
Such pre integration ensures that chat and collaboration sessions are managed by the same business rules as applied to other interactions. Furthermore, CTI screen pops can be used to access customer histories and reporting and analysis remains unified.
Datapoint provides workflow designers for each of the interaction hubs we sell. Workflow designers provide the ability to introduce activities other than customer interactions into the unified queue and route them according to customised business rules.
Datapoint provides a range of workforce management solutions. All are stand alone solutions however some have been developed to have tight integration with broader performance optimisation portfolios, campaign management solutions or routing platforms, each of which bring additional benefits. Web service interfaces are also now available to enable integration with third party applications such as HR/payroll.