Understanding of the content of conversations and emails is unique to this next-generation contact centre solution
Audentify, a division of Autonomy developing next-generation contact centre technology, today launches its first products. Audentify is the first technology in the contact centre market to actually understand the content and context of telephone conversations as well as other customer interactions, such as email. With this unique understanding at the centre of its products, Audentify enables contact centres to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyse call handling trends and enable all calls and interactions to be recorded and made instantly searchable.
Using intelligent data management capabilities and high-precision voice recognition, Audentify monitors and records calls or emails between agents and customers and automatically delivers advanced agent assistance, analytics and immediately identifies potential problems. Audentify's technology delivers unparalleled productivity increases, operational improvements and immediately quantifiable return on investment. For example, if there were a flood of calls and emails complaining about a product, management would be automatically alerted to the problem in real-time. Audentify is also designed to help agents' interactions with customers by listening to the incoming call and suggesting information that could solve a problem. It also enables cross-selling opportunities by effectively profiling customers. Furthermore, should agents under-perform, they would automatically be sent e-learning materials.
Built on Autonomy's IDOL infrastructure, Audentify's solution can be easily integrated into all existing enterprise applications, such as CRM, BI and ERP solutions. The technology behind Audentify is currently being used by over 600 leading global customers including: Vodafone, Ericsson, Hutchison, BBC, Royal Sun Alliance, Sun Microsystems and multiple government and federal agencies.
Audentify's product suite encompasses the following areas:
Record - Software-based 100% or scheduled voice recording, screen and keyboard logging.
Analyse - Comprehensive analytical tools capturing all relevant call statistics including the automatic identification of problem calls, agent performance monitoring and agent activity classification. All analytical data is easily integrated in major CRM systems.
Assist - Automated agent assistance based on contact content understanding through advanced voice recognition capabilities, for example, highlighting in real time previous responses to similar queries, automated expertise location, up-sell prompting and automated script compliance management.
Voice - The automated understanding of all voice contact, allowing real time analysis of customer query trends and the conceptual analysis of archived calls.
Email - The automated understanding of all email interactions, allowing real time analysis of customer query trends and the conceptual analysis of archived emails.
Martin Butler, Founder and President of the renowned international IT Analyst organization, Butler Group, said "Audentify is next-generation contact centre technology which builds on Autonomy's approach of dealing directly with unstructured data, and extracting the meaningful information it contains, automatically. Critically, Audentify's technology automates the understanding of the content and the context of telephone conversations as well as other customer interactions, such as email. This delivers significant cost savings and increases in the quality of service. This is in stark contrast to other solutions which rely on manual effort: such as listening to every telephone call, archiving and reading every email in order to resolve any dispute or improve training methodologies.
"The explosive growth of customer interactions through contact centers has created an enormous problem. Whereas in the past, sources of information such as email and voice have been processed manually, this is no longer viable. There is a compelling need within contact centers for an offering with Audentify's capabilities."
Dominic Johnson, director of Audentify, said: "These products revolutionise the contact centre environment. The ability to understand the content of any customer contact and act upon that information, takes call centre automation to new levels. It's like having a supervisor for every agent. As well as giving supervisors a more in-depth level of analysis of contact centre activity, Audentify's ability to automatically assist agents increases the likelihood of first time call resolution and decreases call handling time dramatically."
About Audentify
Audentify is a leading provider of next-generation contact centre technology. Audentify is a division of Autonomy Corporation plc (Nasdaq: AUTN; Nasdaq Europe: AUTN; LSE: AU.), a global leader in infrastructure software for the enterprise with offices worldwide. The technology behind Audentify powers applications dependent upon unstructured information including customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications. This technology is in use by more than 600 global organizations including AstraZeneca, BAE Systems, Ford, Vodafone, Ericsson, Hutchison 3G, the BBC, RoyalSunAlliance, Sun Microsystems and public sector agencies including the US Department of Defense, NASA and the US Department of Energy.
Audentify offers solutions in five key areas - together representing an end-to-end contact centre solution:
Record - 100% or selective voice recording and screen and keyboard logging
Analyse - Executive level analysis of all customer interactions based on advanced understanding of contact content as well as agent activity
Assist - Automated agent assistance based on contact content understanding through advanced voice recognition capabilities
Voice - Intelligent routing and management of calls based on advanced understanding of contact content
Email - Intelligent routing and management of emails based on advanced understanding of contact content
Audentify can be found on the web at www.audentify.com
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