etalk Announces Innovative eLearning in the Contact Center
Qfiniti Expert Makes Training Content Available as Real-time Agent Resource
Dallas, TX, - August 1, 2006 - etalk, a division of Autonomy Corporation plc (LSE: AU. or AU.L) and leading provider of contact center recording and analytics solutions, today announced the availability of Qfiniti Expert 3.0 for agent eLearning. Qfiniti Expert automates agent education through the targeted, intelligent delivery of online training programs. Moving beyond traditional approaches to contact center training, Qfiniti Expert takes the next step to extend training content as a real-time information resource during customer-agent interactions.
"Traditional eLearning systems provide agents with desktop training that is typically not reviewed after passing the course," says Scott Shute, etalk CEO. "Qfiniti Expert not only facilitates the learning process during training but closes the loop later when the agent needs to refer to that information while on the line with the customer."
Qfiniti Expert users have the tools necessary to learn new concepts while at their desk, and subsequently access that material while on the phone, responding to email, or during interactive chats. This can be critical when new business information is communicated through the contact center. Complicated financial, product, or healthcare updates may require repeated reference when dealing with customer inquiries. By providing easy search capabilities of this unstructured data, etalk allows agents to locate the right training information at the right time.
Qfiniti Expert online training can deliver significant cost savings in the contact center by keeping agents productive longer than with classroom training. As part of an etalk ROI study released earlier this year, Qfiniti Expert was found to produce a 50% reduction in training time. By further eliminating the 'herding factor', or time to logoff and make way to a classroom, this technology can easily cut the cost associated with delivering training in half. The etalk white paper, ROI – the Proof is in the Call Center, can be obtained at: http://www.etalk.com/roi_wp.
This new release further simplifies the training process with open authoring support, allowing pre-developed training material to be leveraged without modification. Training content from any SCORM compliant authoring tool can be delivered to agents through the Qfiniti Enterprise desktop using Qfiniti Expert. Customers can also take advantage of the etalk partnership with Pointecast Publisher for authoring tool options.
As a part of the Qfiniti Enterprise suite, Qfiniti Expert works in tandem with other modules to help contact center agents continually strive for customer service excellence. In addition to training material, agents can review recorded calls with performance tips, supervisor assessments, and customer satisfaction survey results that directly relate to the agent interaction. Qfiniti Enterprise delivers compliance recording, quality monitoring, agent evaluation and training, customer satisfaction surveys, performance management and advanced speech analytics – all in a single interface.
About etalk
etalk, an Autonomy Company, is a leading provider of contact center software and services that helps global, multi-site companies understand their customers and deliver outstanding service. Through 27 offices worldwide, etalk provides a unified, scalable, and centrally managed enterprise platform for call recording, quality monitoring and speech analysis to some of the world's premier companies, including 35 of the Fortune 100. etalk offers the only technology to actually understand the communication a business has with its customers, automatically delivering relevant and accessible customer intelligence. 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 and is spearheading the meaning-based computing movement. Autonomy's technology forms a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, email, voice or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including information access technology, BI, CRM, KM, call center solutions, rich media management, compliance and litigation solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.
Autonomy's customer base comprises more than 16,000 global companies and organizations including BAE Systems, Boeing, Ford, Daimler Chrysler, Shell, AOL, BBC, Reuters, Hutchison 3G, Ericsson, T-Mobile, Coca Cola, Kraft Foods, Nestle, Lloyds TSB, GlaxoSmithKline, KPMG, Citigroup, ABN AMRO, Deutsche Bank, Nomura, the U.S. Securities and Exchange Commission, the New York Stock Exchange, the U.S. Department of Homeland Security, NASA and the U.S. Department of Energy. Autonomy has over 300 OEM partners and more than 350 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Vignette, Tibco, Stellent, Symantec and Sybase. The company has offices worldwide.
The Autonomy Group includes: Aungate, specialist in Real-Time Enterprise Governance; Virage, a visionary in Rich Media Management and Security and Surveillance technology; etalk, award-winning provider of enterprise-class contact center products, Cardiff, a leader in content capture and business process management solutions, and Ultraseek, a leading provider of business search engines.
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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