DatapointEurope Customer Experience

The DatapointEurope Customer Experience product aims to enhance and optimize customer experience for businesses of all sizes. According to the vendor, this product is tailored to meet the needs of small, medium, and large-sized companies. It is utilized by professionals in various industries, including customer service representatives, contact center managers, customer experience managers, sales and marketing professionals, and the retail industry.

Key Features

Private Cloud: According to the vendor, businesses can transition from on-premise platforms to a private cloud environment to enjoy enhanced security, flexibility, and access to rich features. The product allows users to subscribe to or rent specific services while still utilizing their existing platforms.

Public Cloud: The vendor claims that the product offers a fully managed remote infrastructure, including hardware, storage, and software. This cloud solution is said to enable faster innovation, scalability, and minimal downtime, all while reducing IT infrastructure costs.

Networking Services: The vendor states that businesses can ensure their network infrastructure meets customer service needs by balancing telecoms team support, compliance, and cost-effectiveness. The product is said to provide control over inbound and outbound service costs while complying with GDPR and PCI regulations.

Livechat Integration: According to the vendor, the product allows for seamless integration of live chat into existing channels, providing a consistent and smooth customer experience across self-service and in-person support. It is claimed to offer instant access for customers and faster response times, thereby reducing incoming voice contact volumes.

Industry Benchmarking: The vendor suggests that the product enables businesses to compare their customer service performance to competitors, gaining insights to identify areas for improvement and investment. It is said to facilitate the measurement of internal performance, employee engagement, and customer satisfaction, aiding in better-informed decision-making.

Agent Assist: According to the vendor, the product utilizes AI-assisted advisors to enhance customer service by providing fast and accurate responses. It employs Natural Language Processing and Machine Learning technology to find answers to complex queries using everyday language, thereby reducing incoming contact volumes.

Knowledge Base: The vendor claims that the product offers an integrated knowledge base, serving as a single source of truth. Users have the option to customize the interface and segment and manage knowledge for different teams, reducing unnecessary customer contact and training time.

Advisor Desktop Transformation: The vendor asserts that the product enables businesses to improve customer experience by moving their advisor platform to the cloud. It is claimed to provide an industry-leading desktop powered by Genesys, with lower costs, faster implementation, enhanced collaboration, and supportability through Avaya subscription licensing.

Amazon Connect: According to the vendor, the product allows businesses to leverage the power of Amazon Web Services for a low-cost omnichannel cloud contact center. It is said to unlock innovation and integration with Google CCAI and Avaya workspaces, enabling remote worker enablement without additional licensing investment.

Genesys: The vendor states that the product leverages cloud and AI-powered technology to ensure a seamless customer journey across marketing, sales, and service channels. It is claimed to provide Genesys tools for automation, operational efficiency, analytics, and monitoring, backed by the vendor's extensive experience as a leading Genesys Gold partner in Europe.