The Datasquirt difference
"Datasquirt is recognised as an innovative leader in mobile solutions and multi-channel contact management."
- Aaron Ridgway
What does Datasquirt do?
Datasquirt creates innovative non-voice channel contact management software. Its CONTACT software evolved from Datasquirt’s pioneering approach to applying the practical benefits of text messaging to real business problems, and expanded in 2004 to include other key non-voice channels. CONTACT today adds text messaging, email, web chat and fax capability to contact centre environments, complementing traditional voice communications. Datasquirt’s customers include Fonterra, Coca Cola Amatil, Amway, Silverjet and Royal Bank of Scotland. It listed on the Australian Stock Exchange in September 2007.
What is CONTACT?
Datasquirt drew together its three years of knowledge and experience with text messaging and non-voice enablement for contact centres and channelled them into CONTACT, a simple to operate, web-based application that can be delivered to customers either as hosted ‘software as a service’ or installed on site.
It sits alongside your contact centre voice management system and allows your agents to maintain communications in a particular non-voice channel or switch between non-voice channels such as text and email.
In many instances, the customer never even needs to make a voice call to your contact centre, reducing operational costs and call handling times.
Why make CONTACT your choice?
CONTACT enables you to add a range of non-voice channels to your customer contact strategy. You can implement any combination of SMS/Text messaging, email, webchat and fax alongside your existing environment.
CONTACT can automate many routine interactions with customers, and by maintaining communications in the non-voice channel can reduce handling costs, ensure the customer gets a fast response and allow your operators to focus on tasks where they need to interact directly.
Among the many advantages of a text or email are that they contain information that can be correlated with your customer management system, simplifying database look-ups and making it easier to take the appropriate action or to direct the query to the right person.
CONTACT is available as a web-based hosted service or can be installed onsite. For the hosted solution all you need is an internet connection and browser at each agent’s workstation. It’s fast and easy to set up and use, with a user interface designed to be familiar to contact centre agents, ensuring that training can be completed quickly.
What else does CONTACT offer us?
Implementing non-voice channels can deliver increased staff productivity, smoothe the demand on contact centre resources and reduce contact handling costs as well as increasing customer convenience and satisfaction. The CONTACT automation module allows in and outbound communication to be processed without staff intervention.
CONTACT includes a number of standard contact centre features such as a multi-channel wallboard showing visual grade of service level across all channels and an operations console that is formatted as an ACD screen so activity is visible across all channels. Features such as template messaging and comprehensive real time and scheduled reporting are standard with the system.
Traffic analysis reports and contact centre metrics such as grade of service, wait and handle times can be viewed via a graphical virtual wallboard, providing forecasting capabilities and business improvement analysis. Accurate decision-making is aided by the real time reporting of all inbound and outbound contact; by activity or campaign; and by queue, customer or agent.
CONTACT isn’t only for use in contact centres.
The capability to build databases through automated opt-in processes and to automatically generate mailing lists, set up template messages and populate these automatically gives you huge scope for building customer relationships through outbound communications and marketing activities.
A wide range of customers are using CONTACT to manage a diverse range of business applications; competition management, debt collection, visa application status updates, job despatch, outbound marketing and voter registration.
Learn more about how customers are using CONTACT today.
For more information on CONTACT, email us.