NowAnalytics Appoints MicroAutomation As North American Partner To Improve Contact Center Operations

Partnership Merges a Six Sigma Analytics Platform with MicroAutomation’s ‘Reduce Customer Effort’ Strategy for Customer Service

February 12, 2013 – Centreville, VA: Nowanalytics, a market-leading pioneer in providing advanced reporting and analytics across the entire contact center – from phone switch to agent performance, outsourcer management and customer analysis – has formally appointed MicroAutomation as one of its North American solution and consulting partners. MicroAutomation will support the company’s presence in the enterprise contact center space by bringing their 20 years of relevant experience, coupled with their proven contact center automation experience. This combination will bring both the power of the data analysis, with the ability to quickly develop the necessary automation to deliver dramatic and immediate improvements to contact center operations, customer service quality and cost management.This is the first step in the multi-faceted strategic partnership that will include co-development of industry-specific solutions, including Health & Insurance, Government, Utilities, and Retail. The essence of Nowanalytics unique approach and solution comes from their investment in developing ‘connectors’ into all the industry leading individual components along with the combination of a visually interactive decision making user interface driven by statistical analysis and models. The connectors allows them to immediately create a ‘data layer’ over top of each area within the contact center – pulling data from virtually any phone PBX, ACD, IVR, CRM, WFM, and financial systems. Combined with their contact center analysis engine, reporting engine and dynamic user interface, their solution can be initially deployed in days – with the flexibility to grow over time. This product independent approach alleviates the common challenge of stove-pipe reporting, hard-to-use products and proprietary technology. On average, their customers enjoy an ROI of less than 4 months.”We are honored to be selected as Nowanalytics trusted partner to bring this powerful capability to our current customers and others looking to harness contact center automation for competitive advantage,” stated Scott Fischer, MicroAutomation’s COO. “This will allow us to expand our strategic customer value through an enterprise-wide view of operational data, creating focused and prioritized opportunities for systems improvements for our customers.”

“We are excited to find a company like MicroAutomation who shares our passion and commitment in improving contact center operations,” stated Umesh Jain, Founder and CEO of Nowanalytics. “Additionally, the level of domain and application development experience that MicroAutomation brings in the contact center automation space will enable our customers to fully realize the ROI potential that Nowanalytics identifies.”

About Nowanalytics

Nowanalytics provides an integrated contact center and customer data analytics solution that enables organizations to benefit from applying data driven management and decision making in their business to get results from business intelligence. The company was founded in 2007 by Umesh Jain as an offshoot from Merging Elements. Merging Elements has been helping companies better understand, analyze, plan and execute on customer strategies across multiple online and offline interaction channels, including contact centers, self service and retail since 2000.

About MicroAutomation

Since 1991, MicroAutomation has formed partnerships with our clients, establishing relationships that last. We combine our technology experts and applications with industry leading contact center technology vendors to drive innovative customer self-service for our clients. The combination of our people, applications, and technology enables us to deliver Solutions as a Service. We have a passion to provide our clients with a competitive advantage in the market through enabling a superior customer experience. MicroAutomation focuses on driving proactive and personalized customer interactions across all channels – phone, mobile, web, text, social, and agent – while reducing the overall operating costs to service your customers. Our mission is simple – enable effective, efficient self-service to your customers through our reduce customer effort strategy.

For more information, contact:
Marketing
MicroAutomation
Phone: 703.543.2121
marketing@microautomation.com

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