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.
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