MooD International Ltd - Smarter Decisions

Datapoint Katalyst Solution - Performance Management for the Customer Contact Centre

A close business relationship between MooD International and Datapoint sees MooD software used to achieve improved business performance for Datapoint Customers

Datapoint is a systems integrator and services provider to the enterprise and contact centre communications market. Headquartered in Brentford, London and with a geographic footprint extending to clients in 41 countries across EMEA, Datapoint has a broad and varied customer base.

Datapoint is focused upon building its reputation and expanding its service offering for the enterprise and contact centre markets. It is augmenting its current business by developing new and innovative solutions for its customers which leverages its managed services offering, and in so doing is successfully gaining increased traction in the market.

“Katalyst is a key offering within the Datapoint product portfolio. In combining Datapoint’s deep knowledge of the Enterprise and Contact Centre markets with Mood International’s understanding of delivering solutions that solve complex large scale businesses issues, we have developed our Katalyst solution portfolio to deliver significant innovation and value for the Enterprise and Contact Centre markets.”

Jim Kent, CEO, Datapoint

A key component of the plan is to develop business solutions that speak directly to the goals of senior managers in their customers. Datapoint has developed its Katalyst product line to address this opportunity, and with Katalyst is in the process of establishing Datapoint as being uniquely positioned to address issues surrounding contact centre optimisation. The opportunity with MooD based Katalyst solutions is to provide Datapoint with powerful differentiation from its competitors through gaining insight into, alignment and optimisation of their customers contact centres within the overall enterprise business operations.

At its core, Katalyst is a business model of all the elements that make up the Contact Centre environment – people, processes, technology – forming a platform upon which Katalyst applications can be configured in response to a particular business issue.

Currently Katalyst applications address requirements around Operational Intelligence, Compliance & Governance and Business Transformation with more applications planned as customers respond and the product evolves.

For example, Datapoint’s Operational Intelligence application captures and provides business executives with key information associated with the operational insight that is required to optimise the performance of a contact centre and align it to support the correct business outcomes. This application allows Datapoint customers to successfully manage and control the programs, metrics and interdependencies associated with addressing contact centre costs, increasing agent revenues and customer satisfaction while improving agent effectiveness, all within a single solution.

Datapoint’s knowledge of its market has been combined with MooD International’s expertise in developing high value solutions for clients. Together we understand the market opportunities and through the combination of our strengths, we have created market demand for this class of products within the contact centre industry.

Datapoint strategy is resulting in a further strengthening of its position in this area, and it is currently taking its Katalyst product to market with large enterprise organisations. For each, the challenges vary but the solution is similar – get inside the specific issues causing pain to the business, and showcase Katalyst’s ability to solve their problems.

Data Facts

Datapoint with its HQ in Brentford, London is a leading systems integrator and services provider to the enterprise and contact centre communications market. With a geographic footprint extending to clients in 41 countries across EMEA, Datapoint has a broad and varied customer base.