Datapoint Introduces Cloud-based Contact Center Platform

UK-based Datapoint has introduced Katalyst COREcentre in the Cloud, a new cloud-based contact center solution. The announcement was made at Cloud Expo Europe 2012, which is underway this week at Olympia National Hall in London. Designed to be deployed in conjunction with Datapoint’s infrastructure delivery partner, Telehouse, Katalyst COREcentre is a fully configurable contact centre, supplied on a secure infrastructure-as-a-service (IaaS) basis, said the company. 

Deploying a state-of-the-art contact center solution without upfront costs and maintenance work is the greatest strength of a cloud-based contact center product. The solution, which is designed for contact centers with up to 500 seats, is available for a monthly subscription cost. With it, contact centers can gain all the features of the most expensive of premise-based solutions, but without the cost, and in a format that's scalable and flexible.

“Businesses are focusing on the customer service function now more than ever as it becomes critical to deliver a high level of satisfaction and retain profitable customers, and prove itself as a strategic asset to business,” said Gordon Young, general manager of Katalyst at Datapoint. “Shifting customer service operations to the cloud with Katalyst COREcentre enables contact centers to deliver optimal performance, cost effectively, while coping with the complex inter-dependencies of multiple systems and applications, multiple data silos and broken business processes.”

The new solution is built around Katalyst, Datapoint's performance management tool created to provide a wide management view of the contact center's operations. With it, managers can have a complete and detailed overview of every agent, team, campaign, system and application in the contact center. 

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