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.
Summary: ...Business intelligence To gain this functionality, Progress Energy deployed Autonomy etalk’s voice and screen recording, performance evaluations and speech analytics solutions in three sites across 1,000 agents. Immediate Benefits Within a month of using Qfiniti Explore to find calls for agent monitoring...
Summary: ...but they were also able to increase the quality levels within its field operations and billing department, and achieve cost savings across the board. Roger Woolley, Vice President of Marketing for etalk, said, “The ways in which MidAmerican Energy is using etalk’s products go beyond the basic capabilities...
Summary: ...staff to perform more evaluations in a given time period, increasing productivity by nearly 25 percent. Orange was also able to identify calls that have critical information on competitive strategy and feedback on specific marketing promotions using Qfiniti Explore speech analytics. For example, Explore...
Summary: ...Sales and marketing • Customer satisfaction • Employee retention • Compliance • Coaching and training The Solution In 2006 Garlands installed Qfiniti Explore from Autonomy etalk, an interaction analytics technology solution that automates the understanding of speech from recorded customer-agent...
Summary: ...Ecolab Case Study. They are currently examining ways to incorporate etalk’s advanced speech analytics solution, Qfiniti Explore, into their current call center applications to further enhance call center performance. “We are very proud of the fact that when a customer calls, they get a live person,...
Summary: ...The result was a sharp increase in demand and call volume. PFSweb recently upgraded to etalk’s Qfiniti Observe for quality monitoring and Qfiniti Advise for agent evaluation. Within two months, the company realized measurable results.
...
Summary: ...respective owners. Product specifcations and features are subject to change without notice. Corporate Headquarters: 4040 West Royal Lane, Suite 100 Irving, Texas 75063 Main Phone: +1.972.819.3100 or 1.888.258.1528 US Sales:1. 800.835.6357 Europe Sales:+44 (0) 1223.448.000 Asia-Pacific Sales: + 65.6549.7848...
Summary: ...using IDOL K2. The Benefits ACM saw immediate results after deploying IDOL K2 on the ACM Portal. IDOL K2 saved ACM money and helped increase traffic by dramatically raising user satisfaction. The IT professionals who rely on the portal now enjoy more robust and accurate access to ACM’s massive libraries...
Summary: ...query. Now that Sky has implemented etalk’s quality monitoring and agent evaluation solutions, Team Leaders have found that they are able to spend more time - as much as 80 percent - on their core function of agent skill development. etalk’s quality monitoring solution has made it easy for them to...
Summary: ...what they really want through analytics, then use Interwoven to deliver it pro-actively.” Delivering a Targeted, Customer-Centric Online Experience “From a customer perspective, things are a lot easier to find on the site, which we expect to drive a major upswing in satisfaction,” says Soll. “Self-service...
Summary: ...Scottish and Southern Energy Case Study. •The Microsoft Windows Server™ 2003 operating system and Microsoft SQL Server 2000 (Service Pack 3a), both part of Microsoft Windows Server System™ integrated server software. •Windows Server 2003 is configured for clustering and load balancing in this...
Summary: ...PacificLife Case Study. Microsoft Services Customer Solution Case Study Collaborative Support Solution to Resolve Problems Faster, Raise Employee Satisfaction “Getting our needs met quickly, not having to coordinate and work with multiple companies—we expect those to be the biggest benefits.” Scott...
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: ...voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. Explore automates data mining processes formerly performed manually to extend customer satisfaction initiatives beyond the contact center to the entire business. Enterprise...
Summary: ...O f fers sophisticated technolog y for optimizing contact center performance and business operations • Ensures compliance, data privacy and risk management with intelligent monitoring and alerting to compromising contact center activity Customer Interaction Solutions Autonomy etalk Qfiniti Contact center...
Summary: ...technologies and years of experience managing large volumes of unstructured data in the contact center, etalk solutions can offer companies improved automation, intelligent searching capabilities, and speech analytics technologies that optimize customer service and enhance customer-driven business strategies...
Summary: ...traditional research methods. By forging a clear link to the voice of your customers, Qfiniti Survey can be a valuable supplement to traditional survey methods. Lends Unprecedented Customer Insight Qfiniti Survey is the industry’s first interactive voice response (IVR)-based, post-call survey platform...
Summary: ...Qfiniti Observe Quality Monitoring. Observe employs an innovative presence-based feature that notifies the system when an agent is seated and performing a recordable activity, an approach that reduces management workload and conserves system resources. • Random Recordings • Remote ‘At-home’ Agent...
Summary: ...specifications and features are subject to change without notice. Use of Autonomy software is under license. [AUT PB] 05.09 Autonomy Inc. 2200 Ross Avenue Suite 3500 Dallas, Texas 75201 Tel: +1 214 981 3100 US Sales: +1 800 835 6357 Email: info@etalk.com Autonomy Systems Ltd Cambridge Business Park, Cowley...
Summary: ...and features are subject to change without notice. Use of Autonomy software is under license. [AUT PB] 05.09 Autonomy Inc. 2200 Ross Avenue Suite 3500 Dallas, Texas 75201 Tel: +1 214 981 3100 US Sales: +1 800 835 6357 Email: info@etalk.com Autonomy Systems Ltd Cambridge Business Park, Cowley Rd, Cambridge...
Summary: ...Singapore, Santiago, Stockholm, Sydney, Tokyo, Utrecht and Washington, D.C. Autonomy Inc. 2200 Ross Avenue Suite 3500 Dallas, Texas 75201 Tel: +1 214 981 3100 US Sales: +1 800 835 6357 Email: info@etalk.com of poor performance, productivity, and operations. Combined with Qfiniti Explore’s™ ability...
Summary: ...complex testing scenarios. Speech Analytics In order to analyze the majority of business interactions, technology must be able to -un derstand the meaning of voice interactions. Autonomy’s speech recognition engine accounts for the variability in speech such as language, dialect, accent, or tone by...
Summary: ...and protect the organization against the potential harm. Next-gen Speech Analytics – Account for the variability in speech such as language, dialect, accent, or emotion by using technology to form a contextual hypothesis of what is being said. Social Media Monitoring – Discover and analyze the exploding...
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: ...in-depth knowledge and expertise. Global, Enterprise Quality Management The foundation of etalk’s contact ce-n ter management system is Qfiniti, an enterprise platform that provides a full range of functionality, from traditional call recording to agent evaluation to speech analytics. Qfiniti is designed...
Summary: ...the large number of recordings collected at the contact center on a daily basis. 2 How does Explore Work? Many speech analytics solutions are speech-to-text or phonemebased, which reduces speech patterns to the most basic phonetic elements to determine word and phrase matches. Autonomy etalk’s technology...
Summary: ...by an agent or supervisor or when triggered by an application such as EasyLink. In this mode, the system simply tags recordings when told. A fully supported API or our API-less application, EasyLink, can be used when integrating into a customer’s application environment. Our Agent Monitor Engine (agent...
Summary: ...or supervisor or when triggered by an application such as EasyLink. In this mode, the system simply tags recordings when told. A fully supported API or our API-less application, EasyLink, can be used when integrating into a customer’s application environment. Our Agent Monitor Engine (agent client)...
Summary: ...This recording mode records calls when requested by an agent or supervisor or when triggered by an application such as EasyLink. In this mode, the system simply tags recordings when told. A fully supported API or our API-less application, EasyLink, can be used when integrating into a customer’s application...
Summary: ...when requested by an agent or supervisor or when triggered by an application such as EasyLink. In this mode, the system simply tags recordings when told. A fully supported API or our API-less application, EasyLink, can be used when integrating into a customer’s application environment. Our Agent Monitor...
Summary: ...and centrally-managed platform helps international, multi-site operations deliver outstanding customer service and ensure regulatory compliance. Qfiniti Enterprise delivers the tools needed to capture call and des-k top events, evaluate and analyze these activities, survey customer satisfaction, and coach,...
Summary: ...and training that they overlook why customers are calling in the first place. Qfiniti Explore’s real-time analytics enable contact center managers to see beyond agent performance issues and gain knowledge of what truly impacts customer satisfaction and loyalty.
...
Summary: ...surve. yPs laying back recordings could help uncover problems with abandoned surveys and low satisfaction rates. 11 P. rovide feedback to customers, agents, and managers after the surveys have been evalua. ted Learn More About Optimizing Customer Feedback Autonomy etalk can help you execute a valuable...
Summary: ...PCI Overview Autonomy etalk Whitepaper. Restrict physical access to cardholder data With Qfiniti Enterprise, users can only access recording information through the Qfiniti Desktop, Telephone Playback or Qfiniti Web Access software components. These software components insulate the users from any physical...
Summary: ...no tice Corporate Headquarters: 4040 West Royal Lane, Suite 100 Irving, Texas 75063 Main Phone: +1 972 819 3100 or 1 888 258 1528 US Sales :1 8 00 835 6357 Europe Sales : +4 4 (0) 122 34 4 8 000 Asia-Pacifc Sales: + 65 654 97848 Latin American Sales:+ 1 972 819 3288 Email: info@etalk com w w w autonomy com...
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
.pdf.png)
Download PDF Version
.pdf.tiny.png)
Press Releases
