Name: DatapointEurope Customer Experience
Author: DatapointEurope

Help Desk

Web and Video Conferencing

Customer Support

Changelog

Mind Mapping

Development

Audit

Business Intelligence (BI)

Calibration Management

Collaboration

Communications Platform as a Service (CPaaS)

Embedded Business Intelligence (BI)

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Observability

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Management (ITSM)

Industrial IoT

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Print

Metadata Management

Network Access Control (NAC)

Network Function Virtualization (NFV)

Network Performance Monitoring

Relational Database Management Systems

Remote Support

Security Awareness Training

Solid State Drives

Static Application Security Testing (SAST)

Traffic Switching

Virtual Private Network (VPN)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Analytics

Email Management

Email Marketing

Marketing Automation

Marketing Resource Management

Presentation

Real-Time Interaction Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Business Caller ID

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Email Tracking

Sales

Certificate Lifecycle Management

Security

Forestry

HIPAA Compliance

Home Health Care

Insurance Agency Management

Vertical-Specific

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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.

Minitable is a light weighted restaurant SaaS platform.

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DatapointEurope Customer Experience

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

DatapointEurope

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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DatapointEurope Customer Experience

Overview

What is DatapointEurope Customer Experience?