AUDENTIFY AND STEVENS PROVIDE STATE-OF-THE-ART CONTACT CENTER SOLUTION FOR WE ENERGIES
Autonomy's Audentify Enables Wisconsin Utility Company to Better Serve Customers Through Improved Contact Center Assistance
SAN FRANCISCO, Calif. - March 8, 2004 - Audentify, a division of Autonomy Corporation plc (Nasdaq: AUTN; LSE: AU.) that develops next-generation contact center technology, and Stevens Communications, a well-established leading business solutions integrator for contact centers, have joined forces to improve contact center performance for We Energies. We Energies, a principal utility subsidiary of Wisconsin Energy Corp., will use Audentify to find calls for agent skill assessment and fraud investigation.
Worldwide, contact centers are facing the challenge of decreasing operating costs while improving agent productivity and increasing customer satisfaction. Companies are rising to this challenge by using a solution that can understand the content and context of all customer interactions. Using intelligent data management capabilities and high-precision voice recognition, Audentify monitors and records calls or e-mails between agents and customers, delivering agent assistance and identifying potential problems. We Energies leverages these capabilities to track its agents' calls and subsequently coach and provide feedback for better customer service. Audentify also understands structured and unstructured information and automates call processes, further enabling We Energies to offer the highest level of customer service.
"One corporate objective of We Energies is to be recognized as a provider of the best customer service in the industry," said Steve Kelly, group leader, communications technology, We Energies. "Our management team felt that Stevens and Autonomy offer the most comprehensive resources to help us align with this corporate objective, as their respective reputations are impressive and their expertise in the industry is unmatched."
"To the credit of the contact center leadership team at We Energies, they saw the compelling need to move beyond the call and to address all facets of the customer experience to accomplish their stated mission," said Steve Kaiser president and chief executive officer, Stevens Communications, Inc. "With the deployment of Audentify, immediate improvement to customer service and employee productivity was achieved, but more importantly, the foundation was put in place for We Energies to effectively and efficiently promote continuous and sustainable customer service improvement that is aligned with their corporate strategy."
"In choosing Stevens and Audentify, We Energies continues their commitment to quality customer service in all of its contact centers," said Stouffer Egan, chief executive officer, Autonomy U.S. "Audentify's speech analytics and textual agent assistance and Stevens' reputation as a solutions integrator for contact centers will positively impact the company's performance metrics and will help them achieve their corporate objectives."
About We Energies
We Energies serves approximately one million electric customers in Wisconsin and Michigan's Upper Peninsula and over 980,000 natural gas customers in Wisconsin, and its prices are approximately more than 10 percent below the average for major U.S. cities. We Energies is the trade name of Wisconsin Electric Power Company and Wisconsin Gas Company, the principal utility subsidiaries of Wisconsin Energy Corporation (NYSE: WEC). Visit the We Energies Web site at www.we-energies.com. Learn more about Wisconsin Energy Corporation by visiting www.WisconsinEnergy.com.
About Audentify
Audentify, a division of Autonomy Corporation plc, 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 call center, customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications. In addition to Autonomy's core infrastructure products, the Autonomy group of companies includes Aungate, a leading supplier of electronic communications management for regulatory compliance in the enterprise, Audentify, a leading supplier of next-generation contact center technology and Virage, a leading provider of rich media communication and content management software. Autonomy's customer base includes more than 1000 global companies including BAE Systems, Ford, Ericsson, Royal Sun Alliance, Sun Microsystems and public sector agencies including the U.S. Department of Defense, NASA and the U.S. Department of Energy. Strategic reseller and OEM partners include leading companies such as ATG, BEA, Business Objects, Brio, Citrix, Computer Associates, EDS, IBM Global Services, iManage, Novell, Novient, Vignette and Sybase. The company has offices worldwide.
About Stevens
Since 1987, Stevens has been a leading solutions integrator to over 700 of North America's call centers and enterprises. Innovation and service is the cornerstone of Stevens' reputation as we help our clients solve compliance, performance, and risk issues that impact revenue and profit. Stevens' Solution Suite include products and related services focused in Workforce Management, Call and Email/IM Recording, Quality Assurance, Customer Self-service; Operational Metrics and Knowledge Management. A testament of Stevens success is its customer satisfaction rating of over ninety-five percent that is backed by our guaranteed return on investment. Commercial customers include: ABN AMRO, Aon, Banco Popular, Blue Cross Blue Shield, BMW, First Investors, Kohler, MacKenzie Financial, McGraw Hill, Pfizer, Premier Bankcard, Securitas, USG, Wells Fargo and public sector agencies including Department of Immigration and Naturalization Services, NY City Department of Health, and the Federal Reserve Bank.
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.
Summary: ...also provides a foundation for future technology-based services, such as smart metering applications to streamline the tracking of customers’ electric and gas usage. HP customer case study: HP Data Protector ensures a utility’s SAP production systems and Oracle databases can always be restored if...
Summary: ...WOW, etc). This aids in identifying new revenue opportunities and executing customers’ product promotions. With Call Classification, the Quality team is not encumbered with filtering through thousands of irrelevant calls, and neither are PFSweb customers who monitor as well. “We have to run a lean...
Summary: ...KeySpan - Case Study. PROMOTE POWER PROTECT KeySpan Energizes its Web Presence with Autonomy and Agency.com With more than 2.5 million gas customers, KeySpan is the largest distributor of natural gas in the Northeast, and the largest investor-owned electric generator in New York State. Like every utility...
Summary: ...company operating in oil and gas exploration and production, refining and marketing of oil products. Its subsidiaries are engaged in LPG business, natural gas transportation and providing integrated oilfield services. INA is a medium-sized European oil company and a significant regional player. The group...
Summary: ...Queensland and Georgiou Victoria. Then, in 2009, Georgiou introduced a new brand identity to reflect the company’s growing and dynamic structure. Today, the company continues expanding into the oil and gas sector while operating in line with its vision of being "the best people to work with". The Need...
Summary: ...having to manually sift through all of their recorded interactions. In Search of a Solution Orange chose the Autonomy Qfiniti Platform, including the Observe, Advise and Explore modules, to efficiently monitor recorded interactions for contact center performance improvement. With Explore, contact center...
Summary: ...Therefore, to avoid risk of non-compliance with regulatory authorities, rigorous records management is essential during the development lifecycle and after a drug enters the market. Japanese pharmaceutical giant chooses HP TRIM software to aid compliance Objective: Manage the documents created during...
Summary: ...to target their coaching to individuals who need additional assistance. Increased Member Satisfaction The automated post-call survey used by the NCAL Pharmacy Call Center consists of four questions related to member service. After six months of member service-oriented eLearning delivered by Expert, satisfaction...
Summary: ...abreast of the latest information from multiple sources, and pass this on to the correct journalists and analysts as quickly as possible. Traditionally, the process of extracting information from the various unstructured sources El Mundo must make use of, such as natural language articles, news reports...
Summary: ...serve its numerous subsidiary companies, Rogers operates a large call center network that handles thousands of calls each day. Recently, Rogers sought a way to control the escalating costs of operating these centers, while at the same time increase customer satisfaction. “We have a massive network of...
Summary: ...sector performance and accountability. The Auditor-General’s mandate extends to all Australian Government agencies, authorities, companies and subsidiaries. The nature of this organisation’s broad ranging role has given it extensive powers of access to Commonwealth documents and information. Managing...
Summary: ...new Autonomy-powered website has been immediate and striking. The site now drives more than 30 percent of the company’s sales volume and is the leading channel for self-service tasks, as well as pulling even with live phone calls as the main channel for customer service—an 80 percent increase over...
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: ...Qfiniti allows supervisors to monitor contact points for performance and examine processes for best practices. Supervisors have the ability to immediately record interactions on demand, or to monitor calls in a live setting. Qfiniti allows agents to activate on-demand recording for help requests, verification...
Summary: ...Rights Commission m Worcestershire County Council m Highland Council m Isle of Man Department of Trade and Industry m Harlow Council m Department for Environment, Food and Rural Affairs m OFGEM (Regulator for Gas and Electricity Industries) m Invest Northern Ireland m Chief and Assistant Chief Fire Officers'...
Summary: ...total effciency to trade confrmations by: n Eliminating costly manual errors through automation and customization; traders create and edit negotiated documents for natural gas and electricity in familiar word processing environments without formatting diffculties or loss of document control n Resolving...
Summary: ...with the broker on T+0 Autonomy Scrittura for Commodities Autonomy’s Scrittura for Commodities solution, built on Autonomy IDOL, automates the back-office trade confirmation processing of commodity derivatives, with a specific focus on the energy markets (oil, natural gas and power) but also metals,...
Summary: ...best practices across a distributed work force by enforcing consistency, facilitating collaboration and enabling continuous process improvements • Increase visibility into process bottlenecks and redundancies in repetitive tasks • Impose deadlines, monitor task level detail, and raise alerts to improve...
Summary: ...across a distributed work force by enforcing consistency, facilitating collaboration and enabling continuous process improvements • Increase visibility into process bottlenecks and redundancies in repetitive tasks • Impose deadlines, monitor task level detail, and raise alerts to improve outcomes...
Summary: ...conceptually related documents ranked by relevance to help people utilize their company’s wealth of knowledge. As a result, IUS increases the speed of information retrieval, while ranking quality and user satisfaction by applying what Autonomy calls Meaning Based Computing. Autonomy IUS enables organizations...
Summary: ...Autonomy’s full suite of information governance and analytical solutions, only Autonomy can bring control and surveillance to collaboration and social networking sites. Key Features: • Connectors and aggregation of thousands of relevant news feeds, blogs and social media sites. • Monitor social...
Summary: ...locations on the page. IDOL Eduction can be used to automatically identify and extract these key pieces of information and populate a coherent database of candidates. Scenario 2: Suspected Terrorist Monitoring Here, IDOL Eduction could be applied to monitor radio chatter between suspected terrorists....
Summary: ...that threats are identifi ed immediately and allowing for rapid response. Virage Security and Surveillance in Action Virage delivers world-class surveillance and detection for offi ces, airports, casinos, intelligence agencies, transport networks, sports arenas, government buildings, oil and gas exploration...
Summary: ...Interwoven Scrittura Commodities. Autonomy Systems Ltd.Solution Interwoven Scrittura Commodities Interwoven’s Scrittura Commodities solution automates the back-office trade confirmation processing of commodity derivatives, with a specific focus on the energy markets (oil, natural gas and power) but...
Summary: ...that allows you test unlimited combinations of content variables and determines what impact each variable has. • 100% Customizable Reports: customize standard reports and create and save your own reports. Reports can include any combination of over 60 different metrics. • Segment Integration: automatically...
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: ...and track performance, as well as manage all contact center data through a centralized system. Call logging and intelligent archiving provide support for compliance and quality monitoring. Users monitor a wide range of metrics such as customer satisfaction levels, first call resolution, handle times,...
Summary: ...and track performance, as well as manage all contact center data through a centralized system. Call logging and intelligent archiving provide support for compliance and quality monitoring. Users monitor a wide range of metrics such as customer satisfaction levels, first call resolution, handle times,...
Summary: ...and track performance, as well as manage all contact center data through a centralized system. Call logging and intelligent archiving provide support for compliance and quality monitoring. Users monitor a wide range of metrics such as customer satisfaction levels, first call resolution, handle times,...
Summary: ...data. The court held that during litigation, counsel must institute a “litigation hold,” making certain that all sources of potentially relevant information are identified and the information is located and received, that this duty is continuing, and includes the duty to monitor and manage compliance...
Summary: ...security models and rigorous multi-level access controls help maintain a proper segmentation of duties by ensuring that business users have appropriate application privileges and an adequate division of work. Protection of business records and financial data from unauthorized access, alteration, or destruction...
Summary: ...APPLICATION FOR PERMIT TO PERFORM ELECTRICAL WORK All work to be performed in accordance with the Massachusetts Electrical Code, 527 CMR 12:00 (PLEASE PRINT IN INK OR TYPE ALL INFORMATION) City or Town of Date: / / To the Inspector of Wires: The undersigned applies for a permit to perform the electrical...
Summary: ...images, scans and application fles. What do you believe are the principal drivers leading to a focus on risk management for your frm? Potential or Increasing Legal Liability Firm Reputation Increasing Liability Insurance Cost Discovery Costs Client’s Inability to Pay for Work Product 1 2 3 4 5 Rank...
Summary: ...securities. As the value of these assets fell significantly in early 2007, the fund was faced with significant redemptions and concerns about its viability. Over the course of several months, the principals of the fund held several conference calls that materially misrepresented their positions, as well...
Summary: ...counterintuitive can make a surprising difference. _____________ 1. “Landing Page Handbook: How to raise conversions—data and design guidelines,” MarketingSherpa, 2005 2 Powerful Strategies for Optimizing Web Copy Know Your Core Audience Every marketer knows the most basic principle of good marketing—...
Summary: ...including payers, providers and research organizations. Utilizing BPM, processes are automated, progress can be tracked, and compliance with best practices is ensured and proven through a detailed audit trail. Reduced operational costs and improved financial metrics are the end result. By its nature,...
Summary: ...Hillary A. Sale, Delaware’s Good Faith, 89 Cornell L. Rev . 456, 486-89 (2004)) (emphasis added). 33 Business Judgment Rule, 28 Cal. L. Revision Comm’n Reports 1 at 41 (1998) (citing U.C.C. Sec. 1-201(19) (hereinafter, “Cal. Business Judgment Rule”). 34 The committee that authored the Cal Business...
Summary: ...from an enhanced user experience including: • Driving sales from higher customer satisfaction • Increasing first contact resolution rates • Accelerating issue resolution • Reducing the number of calls to the support desk • Improving corporate reputation as satisfied customers recommend the company...
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
Find us on Facebook
Follow us on Twitter
See us on YouTube
Find us on LinkedIn
