etalk Announces Qfiniti Enterprise with Real-Time Speech Analysis and Alerting
Qfiniti enables global customer service organizations an unprecedented understanding of customers' interactions through innovative speech and text analysis
Irving, Texas - September 19, 2005 - etalk®, a division of Autonomy (LSE: AU. or AU.L) and an innovative provider of contact center quality management, speech analytics software and services, today announced its newest release of Qfiniti. Qfiniti Enterprise is the industry's first unified call recording, agent evaluation, and advanced speech analytics solution for the growing contact center market. This solution delivers a scalable and centrally managed enterprise platform that allows international, multi-site customer service operations to effectively monitor, measure, improve and understand relevant customer interactions.
"etalk is an important addition to the Autonomy family, and is poised to radically change how contact centers operate and manage customer satisfaction. Autonomy is known in the market place for being highly innovative and on the cutting edge of enterprise search technologies to help companies manage large volumes of unstructured data" said Scott Shute, President of etalk. "etalk has provided industry leading products and services to the contact center for over 22 years. The two companies combined can now provide the best of both to the growing contact center industry - innovative solutions and in-depth knowledge and expertise."
Qfiniti Enterprise is packed with exciting new features and functionality, including the first fully integrated recording, evaluation, and speech analytics offering for quality monitoring, logging, and VoIP-based call acquisition that does not use third-party analytics technology. In addition, the new interface provides a significant operational and visual improvement, and supports language localization which will open up more international opportunities.
Beyond traditional call recording, today's contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer-centric marketplace. An overwhelming percentage of the information that circulates in a contact center-audio recordings, documents, web pages, and emails-is unstructured in that it resides outside of a normal structured database and cannot be managed efficiently. This unstructured information contains valuable information, yet historically has been difficult to organize, categorize, and access.
Autonomy's Intelligent Data Operating Layer (IDOL) technology has been used by businesses as well the intelligence community to reign in unstructured information so that companies can finally access and manage all of their information, not just the information that fits neatly into fixed databases. Qfiniti Enterprise has embedded the IDOL engine into the Qfiniti platform so that every recorded voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. By automating data mining processes formerly performed manually, Qfiniti Enterprise represents a major enhancement to traditional quality assurance and customer relationship management. This new technology uncovers valuable information tucked away in customer recordings and helps to automatically spot relevant trends across the business. By delivering a conceptual understanding of customer calls, Qfiniti Enterprise enables companies to extend customer service improvement beyond the agent interaction to the entire business.
"Although it is early days for the call center speech analytics market there are signs that it will play an important role over the coming years. The ability to analyze recorded customer interactions can provide previously untapped insights, useful across the enterprise." Noted Jim Davies, Principal CRM Analyst for Gartner.
"etalk's voice processing capabilities will change the way contact centers operate in the future. For example, etalk now has the ability to listen and understand a customer inquiry, and provide quick and accurate answers to assist the agent - improving customer satisfaction and lowering handle times," said Scott Shute etalk President. "Our goal of analyzing customer interactions in real-time, and providing relevant customer information quickly, will help contact center managers reduce customer churn and help retain important customer relationships." Shute added.
etalk will be demonstrating this exciting new technology at the ACCE conference in Seattle, WA (September 19 - 21), Conarec in São Paulo, Brazil (September 21 - 22) ICCM conference in Las Vegas, NV (September 26 - 27), and Call Centre Expo in Birmingham, UK (September 28 - 29).
About etalk
etalk Corporation, headquartered in Irving, Texas, is a leading provider of software and services to more than 1,500 contact centers around the globe. etalk joined the Autonomy group in 2005. As the company that pioneered call quality monitoring, etalk has maintained its focus on quality for over twenty years, helping some of the world's best companies, including 35 of the Fortune 100, consistently deliver outstanding customer service. For more information, go to www.etalk.com.
About Autonomy
Autonomy Corporation plc (LSE: AU. or AU.L) 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 comprises more than 1,000 global companies and organizations including, among others, BAE Systems, Ford, Ericsson, Shell, Nestle, AOL, BBC, Reuters, Hutchison 3G, Royal Sun Alliance, Sun Microsystems, Philips, Boeing, Schneider Electric, Coca Cola, GlaxoSmithKline, Citigroup, ABN AMRO, Deutsche Bank, Nomura, the New York Stock Exchange, Daimler Chrysler, Kraft Foods, Lloyds TSB, the U.S. Department of Homeland Security, the U.S. Securities and Exchange Commission, NASA and the U.S. Department of Energy. Strategic reseller and OEM partners include leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Veritas, Vignette, Supportsoft and Sybase. The company has offices worldwide.
The Autonomy Group includes: Aungate, a leader in technology for Real-Time Enterprise Governance; Virage, a leading provider of rich media communication and content management software; and etalk, a leading provider of enterprise-class contact center products. For more information, please go to www.autonomy.com.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
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