Autonomy Powered Mercur Assistance Call Center wins prestigious "Anwender des Jahres" award from ComputerWoche and Gartner
Cambridge, England, November 20, 2003 - Autonomy corporation plc, (Nasdaq: AUTN; Nasdaq Europe: AUTN; LSE: AU.), a leading provider of infrastructure software for the enterprise, is proud to announce that Mercur Assistance has been awarded ComputerWoche's "User of the Year" for its innovative call center medical assistance portal powered by Autonomy technology. The award was presented last night at the magazine's awards dinner held in Munich at the Hotel Bayerischer Hof. This is the latest industry accolade for the Autonomy Group: Audentify, a division of Autonomy specializing in call center solutions, recently received the 'Most Innovative Product of the Year' award at the annual Nabarro Nathansan Technology Industry Awards 2003.
The modern call center has become a complex, multi channeled organization handling vast quantities of information from disparate sources. In order to deliver outstanding customer service, it is critical for organizations such as Mercur Assistance to have immediate visibility of operations and information while minimizing the costs of time and inaccuracy associated with traditional manual solutions. Mercur's internal Medical Portal, powered by Autonomy's Intelligent Data Operating Layer (IDOL), now gives agents instant access to the information they need to resolve clients' enquiries. The single portal aggregates information from over 150 sources and delivers information straight to the agent's desktop. Automatic hyperlinks dynamically connect agents in real-time to pertinent information thereby reducing call handling time and follow up calls, dramatically increasing customer satisfaction.
Bernhard Gotze, CIO of Mercur Assistance said: "the innovative solution of Intelligent Data Operating Layer (IDOL) from Autonomy made it possible for us to realize a solution for our department leading not only to a huge time saving but also giving us the opportunity to ensure the high quality of information. We thank Autonomy not only for this outstanding product but also for the fair partnership and cooperation."
"We heartily congratulate Mercur Assistance for winning such a well deserved award for their use of innovative technology which reduces the costs and inaccuracies associated with manual intervention." said Mike Lynch, CEO of Autonomy. "We are pleased to be providing the technology to allow Mercur Assistance's agents access to vital information, enabling them to deliver the best advice to customers. Access to the right information at the right time cannot be underestimated, especially in the healthcare industry where critical information could be lifesaving. By using Autonomy's automatic technology, Mercur Assistance has reduced time spent searching for information by 50% allowing rapid access to vital information."
Mercur Assistance's Medical Portal is founded on Autonomy's Intelligent data Operating Layer (IDOL), a technology platform which integrates unstructured, semi-structured and structured information from multiple repositories through an understanding of their content. At the heart of Autonomy's software is its ability to process text, voice and video and identify and rank the main concepts within them. It then automatically categorizes, links, summarizes, personalizes and delivers that information.
Autonomy Corporation plc (Nasdaq: AUTN; Nasdaq Europe: AUTN; LSE: AU.) is a global leader in infrastructure software for the enterprise. Autonomy's technology powers applications dependent upon unstructured information including customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications. Autonomy's customer base includes more than 600 global organizations including AstraZeneca, BAE Systems, Ford, Ericsson, 3, the BBC, RoyalSunAlliance, Sun Microsystems and public sector agencies including the US Department of Defense, NASA and the US Department of Energy, as well as the UK Government's Department of Trade and Industry and numerous agencies responsible for homeland security related functions. Strategic reseller and OEM partners include leading companies such as ATG, BEA, Business Objects, Computer Associates, Hewlett Packard, IBM Global Services, Vignette, EDS and Sybase. The company has offices worldwide and is on the Web at www.autonomy.com.
About Audentify
Audentify, a division of Autonomy Corporation plc (Nasdaq: AUTN; Nasdaq Europe: AUTN; LSE: AU.), is a leading provider of next-generation contact centre technology. Built on Autonomy's unique Intelligent Data Operating Layer (IDOL), Audentify is the first contact centre technology able to understand the content and context of customer interactions such as email and telephone conversations in real-time and dynamically deliver pertinent content to users. 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.
About Mercur Assistance
Mercur Assistance was founded in 1990 and has belonged to Münchner Rück Assurance since 2001. Mercur Assistance is an assistance service organization in the areas of healthcare, mobility, real estate and services. It sees itself as a consultancy and advisory service and is a market leader in this field. It offers services and help for more than 43 million customers including large enterprises and individual policyholders.
Caution Concerning Forward-Looking Statements
With the exception of historical information, the matters set forth in this news release are forward-looking statements that involve risks and uncertainties. A number of important factors could cause actual results to differ materially from those in the forward-looking statements. These factors include, among others, technology risks, including dependence on core technology; fluctuations in quarterly results; dependence on new product development; rapid technological and market change; reliance on sales by others; management of growth; dependence on key personnel; rapid expansion; growth of the Internet; financial risk management; and future growth subject to risks. These factors and other factors, which could cause actual results to differ materially are also discussed in the company's filings with the United States Securities and Exchange Commission, including Autonomy's Annual Report on Form 20-F and Registration Statements on Form F-1.
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