etalk Showcases Conceptual Speech Analytics to Answer Exploding Demand in Contact Centers
Company Demonstrates First "Customer Understanding" Speech Analytics Technology in Nationwide Series
IRVING, TEXAS, March 21, 2006 - The expanding adoption of speech analytics technology in contact centers bears out a prediction by industry analyst Donna Fluss that speech analysis would experience 100 percent market penetration growth in 2006.
To answer this ever-increasing need for speech analytics, etalk, a leading provider of contact center software and services, has introduced a revolutionary new speech analytics technology, Qfiniti Explore. Originally developed for the intelligence community, Qfiniti Explore is now available in the call center environment to address business' need to gain greater customer intelligence.
"Speech analytics is very compelling for enterprises because it reduces operating expenses, improves quality, enhances the customer experience, increases revenue and reduces corporate liability," said Fluss, a Principal at DMG Consulting, a leading provider of customer-focused strategy, operations and technology services for contact centers and marketing organizations. "2006 is expected to be the first year of large-scale adoption of speech analytics solutions in contact centers, with a projected growth rate of 120 percent."
etalk's Qfiniti Explore has the ability to understand the actual conceptual meaning of a customer interaction rather than be bound by the limitation of word spotting or pure phonetic solutions. It provides rich and accurate analytics capabilities, enabling companies to understand the actual content communicated between the customer and the customer service representative. Companies that have access to this customer understanding can search for critical information to drive sales, react to problems and shape product development and marketing strategies.
"With all the call recording, monitoring and evaluation capabilities that call centers have had for years, they have never, until now, had the ability to actually understand what goes on in a conversation between the customer and the agent," said Scott Shute, CEO of etalk. "The Qfiniti technology can tell companies a host of things about what they're doing wrong, what they're doing right, and what they could be doing better. It's giving customers a voice they have never had before. This information is invaluable in developing business strategy."
Qfiniti Explore offers numerous benefits to call centers, including:
Conceptual understanding of customer-agent dialogues
Automated trend spotting
Real-time notifications of "hot" customer topics
Ad hoc and customized agent searching
Agent script adherence
On-the-fly searching, to hasten investigations
Language models to reduce false positives
etalk introduced Qfiniti Explore, part of the Qfiniti Enterprise suite of products, after embedding it with an exclusive technology offered through etalk's parent company, Autonomy, called the Intelligent Data Operating Layer (IDOL). Powered by the IDOL engine, Qfiniti Explore is the most robust speech analytics application available for call centers today.
Series "Explores" Powerful Technology
etalk is providing details of Qfiniti Explore benefits, and discussing ways to leverage this powerful new technology within the call center - and across the entire organization - in a nationwide tour. "The Explore Seminar Series," kicked off March 16 in Seattle and continues March 23 in Phoenix. The series runs through June 2006. Call center leaders can register for the Explore Series here at http://www.etalk.com/ExploreSeminar/Explore.html.
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 more than 20 years, helping some of the world's preeminent companies, including 35 of the Fortune 100, consistently deliver outstanding customer service. For more information, visit www.etalk.com.
About Autonomy
Autonomy Corporation plc (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 16,000 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.
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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