Cambridge, England - September 29, 2004 - Audentify, a leading provider of next-generation contact center technology and a division of Autonomy Corporation plc (Nasdaq: AUTN; LSE: AU.), today announced the launch of Audentify Intelligent IVR, an Interactive Voice Response system that allows organizations to effectively automate customer service operations in the contact center by truly considering customers' needs. Intelligent IVR forms an accurate understanding of a caller's query in real-time and automatically acts upon this information, providing an intelligent and dynamic response.
Facing constantly high call-volumes in their contact centers, more and more enterprises are seeking ways to automate their customer services in order to answer queries faster and more efficiently. However, pre-set options often do not match callers' needs and lead to frustration when the system cannot provide a sufficient response.
Unlike many other solutions, Audentify's Intelligent IVR allows organizations to form an accurate understanding of a customer's query and immediately act upon this request. The system permits callers to explain a particular problem in their own words, understands the conceptual meaning of this query and automatically returns useful results. If a relevant answer is not found within the system, Intelligent IVR instantly routes the call to a qualified agent who will be able to give additional advice. In this way, the system ensures that calls are handled as efficiently as possible, easing the burden on agents and enabling them to focus on those calls that need their immediate attention. At the same time, Intelligent IVR allows customers to benefit from a faster and more accurate service, eliminating frustration and the feeling of facing a rigid and impersonal system.
Built on a combination of Autonomy's unique ability to form a conceptual understanding of any information and patented voice phoneme level pattern matching, Audentify's Intelligent IVR system has a wide-vocabulary speech recognition capability and is completely speaker and language independent.
"Intelligent IVR is another Audentify product that will significantly help to improve customer service in the contact center, reducing call-handling times whilst allowing organizations to immediately recognize callers' needs," said Tom Blackie, Managing Director of Audentify. "Callers can become very aggravated if they are constantly put on hold or feel that their concerns are not understood by a computerized system. Intelligent IVR can really make a difference here, by intelligently responding to and routing inquiries, ensuring a higher degree of customer satisfaction. At the same time, by employing IVR in the contact center, enterprises can save up to three quarters of the cost incurred by an agent-answered call, creating instant Return on Investment."
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 call center, customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications. Autonomy's customer base includes more than 1,000 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, Citrix, Computer Associates, EDS, IBM Global Services, Novell, Novient, Veritas, Vignette, Supportsoft and Sybase. The company has offices worldwide.
The Autonomy Group of companies includes: Aungate, a leading supplier of electronic communications management technology 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.
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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