DataPoint Introduces a New Indexing System

Offering clearer direction for contact center optimization, DataPoint has unveiled a new indexing system for its customers.

Enabling managers to transform their contact center through sustainable and controlled improvements to operational models, whilst reducing risk and driving growth, contact-optimization with Katalyst combines DataPoint’s contact center simulation engine with the market’s only contact center indexing system.

Aligning the contact center’s processes and strategy with the objectives of the business, the solution is ideally suited to contact centers with 200 – 10,000 seats, and contact-optimization with Katalyst gives business executives a real-time, cohesive view of overall performance, the company stated in a press release.

Gordon Young, general manager of Katalyst commented, “The vast array of metrics juggled by contact centre managers is in desperate need of change to become more relevant to the Enterprise. 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.”

From the analyst community, The Katalyst Index has received strong support. Along with the the opportunity to predict and act in a timely manner, contact-optimization with Katalyst equips contact center managers with the ability to perform immediate analysis, what-if modeling and. This reduces costs, risk and uncertainty as well as drastically reducing time to react to any performance issues that may arise within the contact center.

Recently, the company announced that it will be hosting the Grand Opening of their second data center Thursday, January 19th, 2012.

The new facility located at 1050 Hull Street in Baltimore, Maryland, contiguous to their first data center at Under Armour's Tide Point commercial office park, operates as part of a seamless network of eight (8) virtually integrated data centers in the Midwest, Mid-Atlantic and Northeast regions.