Audentify Provides Dataforce With Dynamic Agent Assistance
Cambridge, England, November 26, 2003 - Audentify, a leading provider of next-generation contact center technology and a division of Autonomy Corporation plc (Nasdaq: AUTN; LSE: AU.), today announced that Dataforce, a high-tech contact center representing a number of the UK's leading brands, has selected Audentify to automatically monitor and manage all customer interactions, and provide a dynamic learning environment for all of its agents. Dataforce's adoption of Audentify represents a step-change in the way that UK contact center agents learn, develop and interact with customers.
The Audentify solution can record automatically up to 100% of calls and provides advanced analytic and retrieval facilities, which enable team leaders to manage and support Dataforce's brand advocates (call center agents) more effectively. Dataforce team leaders now have an unprecedented level of visibility of customer interactions to encourage learning and improve the overall level of customer service. Audentify empowers supervisors to comply with customer requirements by automatically tracking transactions in a given customer's campaign, analyzing key issues, populating FAQs, measuring script adherence and then retrieving and delivering specific calls to supervisors for evaluation purposes.
Ian Rogers, managing director of Dataforce says, "Audentify enables our brand advocate teams to learn and develop as the campaign evolves. The team leaders can now use their time to help team members or address specific issues that might result as a campaign is rolled out. We're always looking for the most innovative products that give us the edge in representing our clients' brands, Audentify will have a major impact on our ability to become the UK's first Brand Center*."
Tom Blackie, Managing Director of Audentify, today commented: "We are delighted to announce this new agreement with Dataforce which introduces great innovation to the contact center market. Audentify's technology is unique in its ability to deliver improved customer satisfaction and enhanced productivity across any market sector, by automating the costly processes of monitoring, analyzing and retrieving any call within the contact center."
About Audentify
Audentify, a division of Autonomy Corporation plc (Nasdaq: AUTN; LSE: AU.), is a leading provider of next-generation contact center technology. Built on Autonomy's unique Intelligent Data Operating Layer (IDOL), Audentify is the first contact center 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 centers to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call handling trends and enable all calls and interactions to be recorded and made instantly searchable.
About Autonomy
Autonomy Corporation plc (Nasdaq: 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 650 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 Dataforce
Dataforce is one of Europe's leading outsource providers of integrated multi-media (voice, email, mail and Textchat) relationship management services. The Northampton head office, with over 350 people, offers a powerful operational backbone that integrates and analyses client databases. It runs a web-enabled contact center and offers response management and fulfillment, mailing house, database management and email marketing services. Dataforce handles a diverse range of corporate brands from Holiday Autos to government agencies such as energywatch and 17 charities including Greenpeace International.
*Evolutionary step from Call to Contact to Brand Centre
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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