Summary: ...The Solution Orange chose the Qfiniti Solution suite, including Qfiniti Observe, Advise and Explore, to efficiently monitor recorded interactions for contact center performance improvement. With Qfiniti Explore, contact center managers gained the ability to automatically analyze interactions and apply...
Summary: ...Business intelligence To gain this functionality, Progress Energy deployed Autonomy etalk’s voice and screen recording, performance evaluations and speech analytics solutions in three sites across 1,000 agents. Immediate Benefits Within a month of using Qfiniti Explore to find calls for agent monitoring...
Summary: ...Garlands relies on a combination of productive people, efficient processes and advanced technologies to enhance customer satisfaction and deliver intelligence for improved contact center and business operations. With such a high daily call volume, Garlands’ business managers needed an easier way to...
Summary: ...to assess the effectiveness of the call center associate, and outbound surveys that assess the effectiveness of the company’s field technicians on orders issued by its call center associates. To achieve this, MidAmerican Energy chose etalk Survey™. In addition, MidAmerican Energy was looking for a...
Summary: ...by significant improvements in agents' questioning skills, and the tone and manner used by agents during a call. Agents are also better at setting caller expectations during a call by explaining resolution procedures more fully and making callers aware of any escalation that might be needed with their...
Summary: ...Autonomy VMS Case Study. Case Study Deeper Analysis. Better Intelligence Organization Background VMS is the world’s largest provider of integrated media intelligence solutions. VMS offers the most advanced advertising and news monitoring technologies across all key media in today’s integrated mix—broadcast,...
Summary: ...areas for improvement,” states Patel. Each test provides more insights and learnings for the business, giving marketers the know-how to continually optimize business growth. Roku has also applied learnings from their online tests and optimization initiatives to other areas of marketing, such as figuring...
Summary: ...our call center are and then quickly fix the problem. For example, is the agent struggling with call content or with desktop navigation? We must learn what is keeping them from meeting our internal metrics in order to prevent revenue loss.
...
Summary: ...Jane's Information Group Case Study - Intelligence Portal. With IDOL K2, Jane’s delivers its accurate authoritative and impartial intelligence even faster and more efficiently than ever before. “IDOL K2 raises the value of our subscription-based content by providing users with reliable access to Jane’s...
Summary: ...a centralized knowledge repository that also provided secure, partitioned data for each of their clients Benefits of Using Interwoven ■ The ability to leverage relevant knowledge quickly and make the learnings repeatable for new clients will drive competitive advantage ■ Departmental KM resources...
Summary: ...possible permutations of the page. Using its advanced methodology, Interwoven was able to conduct multivariable tests on a subset of these possible permutations of the test page. The winning creative resulted in a 7.7% increase in order completion, which translated to an increase in annual online revenue...
Summary: ...build collaboration and expertise networks. Individuals could now easily recognize other employees in the community that were working on similar cases, whether they were located in Amsterdam or New York, and effortlessly share their knowledge and expertise. The Benefits ABN's Project Galileo takes a fundamental...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey - Integrated customer satisfaction...
Summary: ...call centers, it can be extremely difficult to manage and find recordings that are critical to the organization. Compliance recording is not just critical in contact centers it is critical for the entire business. Organizations rely on call recording solutions to not only monitor communications, but to...
Summary: ...to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey...
Summary: ...a rich participatory platform for capturing unstructured, tacit knowledge created in social networks. Users can c-on tribute and share tags, comments and votes, as well as share search folders and kno-wl edge with their colleagues.
...
Summary: ...tagging from the marketer. Using the detailed profiles produced by IDOL, marketers and contact center agents can deliver targeted messages and products to groups of users and better understand how different users respond to products or services being delivered. Alerting Autonomy delivers alert notifications...
Summary: ...customer intelligence to all pertinent business units • Uncovers trends and issues that definitively impact business performance and operations • Supports legacy approaches such as phoneme processing and word spotting in addition to conceptual analysis The Power of IDOL Autonomy’s Intelligent Data...
Summary: ...and granular security model in the industry, make Introspect very attractive for companies with large scale litigation, hundreds of simultaneous cases, or for parties in a joint defense group. Internal and external review teams will appreciate the efficiency and advanced features included with Introspect....
Summary: ...coaching efficiency, and deliver proven bottom-line results. Autonomy Qfiniti™ Advise™ meets those needs. Qfiniti Advise is a centralized evaluation and analysis solution that drives contact center performance by enhancing coaching and eLearning effectiveness, streamlining quality management tasks,...
Summary: ...very challenging customer questions. Using voice processing and the patented Intelligent Data Operation Layer (IDOL) engine, Qfiniti Assist analyzes the conversation on the phone and suggests hyperlinks to the agent, providing instant access to information and a quicker call resolution. Qfiniti Assist...
Summary: ...to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...quickly and easily. Features and Benefits Autonomy’s unique infrastructure, which carries out operations on unstructured content through understanding the context of the information, solves the issues of manually tagging information and the defocused approach of using legacy keyword systems to find...
Summary: ...one of the Portal-in-a-Box components. Depending on how File System Fetch is configured, it will: • read a specified text file that lists a set of documents with their file path. It then finds, imports and indexes these documents. (This is called File Polling). • import and index any file that is...
Summary: ...even come to trial. With EAS Investigator, legal teams can significantly cut down the review cycles with keyword, concept search, pattern clustering, query guidance, and visualizations for social networks and message tracers. Unlike other approaches, EAS Investigator’s early case assessment analytics...
Summary: ...web development languages including JAVA, COM, COM+, C and PHP, Autonomy Application Builder™ enables you to add Autonomy’s IDOL functionality without significant re-engineering or training. All Autonomy solutions and modules are developed using our API, making Autonomy Application Builder™ an extremely...
Summary: ...description or Boolean expression. Most powerfully, an Agent can be trained or re-trained by example, simply by being shown a document, video, or verbal conversation that matches a user’s interests. The Agent will then learn the concepts within the example and define itself accordingly. Once an Agent...
Summary: ...directly into the kernel of the IDOL engine itself. As a result of this unique solution, IDOL does not need to send any requests across the network to the data stores when building up a results list. The world’s largest and most secure intelligence organizations have deployed Autonomy to safeguard their...
Summary: ...right time. IDOL makes enterprise systems data-agnostic, therefore providing automated efficiencies never previously experienced. Autonomy supports many other document management systems, repositories and document formats. Contact Autonomy to find out more. IBM FileNet Fetch Autonomy’s IBM FileNet Fetch...
Summary: ...and meta-data to identify concepts within the text itself to determine which are the most important and to automate the processing of this content, regardless of its format, location, language, application it’s been created with or stored in. Using Autonomy connectors, Autonomy’s unique Intelligent...
Summary: ...to identify concepts within the text itself to determine which are the most important and to automate the processing of this content, regardless of its format, location, language, application it’s been created with or stored in. Using Autonomy Connectors, Autonomy's unique Intelligent Data Operating...
Summary: ...Windows Media Audio (WMA) and Windows Media Audio metafiles (WAX) Windows Media Video (WMV) and Windows Media Video metafiles (WVX) Windows Media files (ASF) and Windows Media metafiles (ASX) Video On Demand (VOD) (multiple versions) Moving Picture Experts Group standard 1 and 2 (MPEG-1, MPEG- 2), including...
This is a small selection of the Autonomy Technical Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey...
Summary: ...with the agent, Assist guides the agent to appropriate responses to provide during the call. By arming agents with Qfiniti Assist, businesses can immediately reduce handle times, increase customer satisfaction, and deliver improved call center efficiency. This easy-to-use desktop tool allows for text...
Summary: ...business strategy and minimize risk. For example, an international car rental company received a wave of complaints in the contact center when customers were unable to perform a vehicle upgrade online. By applying the customer intelligence from the contact center to its website design and functionality,...
Summary: ...marketing programs and the evaluation of corporate policies and procedures which ultimately drive down service calls • Quickly provides visibility to call recordings for customer intelligence, business process automation, and quality monitoring • Saves significant time and cost over manual call monitoring...
Summary: ...efficiently process loans via iDEAL. · Process improvement and reduction of duplicate work. iDEAL allows GMAC to find latent inefficiencies in processes. For example, through collaboration, users in different business units may find that they use different valuation methods for the same loan functions...
Summary: ...you can protect that investment and keep your customers satisfied with etalk Qfiniti Observe. This paper discusses the integration of Qfiniti Observe in IP contact center environments. Integration Overview For quality monitoring recording, Qfiniti Observe integrates with legacy ACD/PBXs by emulating a...
Summary: ...communications - and use that intelligence to boost customer loyalty and improve contact center productivity - have a clear advantage in their marketplace. Now you can give your business that keen competitive edge with etalk Qfiniti Observe. Qfiniti Observe puts today's most powerful call recording capabilities...
Summary: ...and use that intelligence to boost customer loyalty and improve contact center productivity - have a clear advantage in their marketplace. Now you can give your business that keen competitive edge with etalk Qfiniti Observe. Qfiniti Observe puts today's most powerful call recording capabilities at your...
Summary: ...Now you can protect that investment and keep your customers satisfied with etalk Qfiniti Observe. Integration Overview For quality monitoring recording, Qfiniti Observe integrates with legacy ACD/PBXs by emulating a standard supervisor phone. Through this emulation, Qfiniti Observe utilizes the “service...
Summary: ...revenue growth. That’s where you use segmentation, also called targeting, combined with full-loop analysis. Based on demographics, psychographics or even click-stream analysis of other people who have bought the product, you can both solve a customer’s problem, and use areas of your website for up-sell/...
Summary: ...further or drive growth through new programs. Shared knowledge and best practices reduce marketing costs by curing the "re-inventing the wheel" syndrome and minimizing the cost of learning. Using best practices streamlines the marketing process and ensures a more cost-effective approach to program development....
Summary: ...products. Customer reviews and feedback—on your own site, on thirdparty blogs, other websites, call center conversations, and social networks—are analyzed for tone and content, enabling you to respond quickly to capitalize on successful products and marketing strategies (or move fast to limit the...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
.pdf.png)
.pdf.png)
.pdf.tiny.png)
