etalk® Awarded Video Patents for Screen Recording and Playback Technology
Group has over 110 Patents in its Portfolio
Dallas, TX, - August 8, 2006 - etalk Corporation, a division of Autonomy Corporation plc (LSE: AU. or AU.L) and leading provider of contact center recording and analytics solutions, announced that it had been awarded patents by the United States Patent and Trademark Office for its innovative screen recording technology. The patents strengthen etalk's unstructured data acquisition capabilities in the contact center. etalk offers the only technology to actually understand the communication a business has with its customers, automatically delivering relevant and accessible customer intelligence.
The two patents awarded include the System and Method for Reproducing a Video Using Accelerated Frame Playback (US 7,027,708 B2 issued April 11, 2006) and the System and Method for Reproducing a Video Using Accelerated Frame Recording (US 7,043,745 B2 issued May 9, 2006). These provide a less memory-intensive approach to screen recording by capturing only the changed video frames once the initial image has been captured. etalk records customer calls in the contact center and the corresponding screens on the agent's desktop for compliance or quality review. Screen recording is also used in the back-office for process analysis and improvement.
"etalk is dedicated to providing our customers with pioneering technology in the contact center," says Scott Shute, etalk CEO. "We paved the way in quality monitoring recording with patents like these, and will continue to do so with our innovative approaches to real-time analytics."
With the introduction of Qfiniti™ Enterprise last fall, etalk delivered the industry's first meaning-based analysis of customer interactions, enabling more proactive customer service. Unique unstructured communication analysis within this solution helps automate customer trend spotting and agent information delivery.
The video patents expand etalk's intellectual property to a portfolio of more than two dozen U.S. patents (and more than 50 global patents) granted for contact center technology. etalk received its first patent for service observe recording technology in 1989, helping companies more economically record for quality purposes.
Customers can take advantage of this architecture with etalk's Qfiniti Observe recording. Qfiniti Observe is part of the Qfiniti Enterprise suite of contact center solutions which delivers compliance and quality monitoring recording, agent training and evaluation, customer satisfaction surveys, performance management and advanced speech analytics - all in a single interface.
With research and development investments up more than 250% in 2006, Autonomy continues to value and drive technology innovation. R&D centers in the Silicon Valley, Dallas, Boston, Beijing, and Cambridge, UK contribute to the over 110 patents collectively owned by the Autonomy Group.
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.
Summary: ...of services, including outbound calling and Level I and Level II technical support. The result was a sharp increase in demand and call volume. PFSweb upgraded to the Autonomy Qfiniti quality monitoring module, Observe, and the agent evaluation module, Advise. Within two months, the company realized measurable...
Summary: ...increasing productivity by nearly 25 percent. Call Center Insights Lead to Improved Marketing Effectiveness Orange was also able to identify calls that have critical information on competitive strategy and feedback on specific marketing promotions using Qfiniti’s speech analytics. For example, Explore...
Summary: ...data quality and timeliness to better track effectiveness Solution Autonomy Capture TeleForm Results • Purchase time to production: Two days Return-on-investment completed in one project • Increase in client base: The center maintains six ongoing relationships and several dozen projects for smaller...
Summary: ...Autonomy Qfiniti • Reduced time to perform agent evaluations • Improved tracking of customer contacts • Automated recording ensures more valuable quality monitoring and evaluations www.autonomy.com Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel:...
Summary: ...Team Leaders could spend more time - as much as 80 percent - on their core function of agent skill development. Qfiniti made it easy for them to evaluate customer/agent interactions and spot potential problems quickly, make adjustments and ensure optimum customer satisfaction. In addition, Qfiniti seamlessly...
Summary: ...property law firm of Sunstein Kann Murphy and Timbers LLP (Sunstein) has a strong track record of important wins for their technology and life sciences clients in the areas of litigation, patent, and trademark prosecution as well as intellectual property portfolio development and business transactions....
Summary: ...Teleform system, over 500,000 business survey forms annually. For those business areas within the CSO where the system is rolled out, it provides a substantially more efficient way of processing forms and capturing data. To illustrate this better, every two years the CSO undertakes a large scale agricultural...
Summary: ...success with TeleForm, the center was granted two longterm projects from the state of Nevada—the Childcare Workforce Study and Temporary Assistance to Needy Families (TANF) Levers Study. The two projects will constitute 50 percent or more of the center’s projected revenue in the next three years....
Summary: ...and health science education centers in the world. In the past 15 years alone, three pioneering UCSF researchers have been named Nobel laureates. The school ranks fourth nationally in National Institutes of Health research funding, first for active patents in the UC system, and supports 16 Howard Hughes...
Summary: ...and health science education centers in the world. In the past 15 years alone, three pioneering UCSF researchers have been named Nobel laureates. The school ranks fourth nationally in National Institutes of Health research funding, first for active patents in the UC system, and supports 16 Howard Hughes...
Summary: ...and markets of our clients with greater precision and at a fraction of the time as alternative technologies.” At a Glance Organization VMS Industry Media Type of Application Media Monitoring Autonomy Solution Intelligent Data Operating Layer Functionality Concept Retrieval Multimedia Search Hyperlinking...
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: ...recording by supervisor or agent • Live monitoring Intelligent Quality Monitoring Autonomy Qfiniti allows contact centers to build true intelligence into their quality monitoring programs. With custom recording plans, Qfiniti’s intelligent business rules ensure the relevance of monitored events and...
Summary: ...Autonomy Virage Broadcast Monitoring Product Brief. Offering the world’s first technology to automatically analyze, encode and capture content from live data streams, Autonomy Virage allows organizations to monitor breaking stories, advertising, press coverage and much more with unprecedented efficiency....
Summary: ...Faster and much less expensive than manual transcription leveraging an array of speech analytics and automation to save time and money • Battle tested and sophisticated speech technology overcomes issues around audio quality, accents / dialects, people talking over each other, etc.
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Summary: ...On” and “Mute Off” markers, the player renders the conversation un-hearable between them. Users who are not allowed to hear the conversation cannot listen to the conversation between the two markers. Users who are authorized hear the entire conversation. For screen playback, the player will apply...
Summary: ...Using the “Mute On” and “Mute Off” markers, the player renders the conversation un-hearable between them. Users who are not allowed to hear the conversation cannot listen to the conversation between the two markers. Users who are authorized hear the entire conversation. For screen playback, the...
Summary: ...in social media with IDOL’s advanced functions and sentiment analysis of unstructured content • Identification of key bloggers and influencers • Capture, storage, policy monitoring, archiving and disposition of social content for complete lifecycle management • Integrations to third-party tools...
Summary: ...Level III works across multiple EPOS feeds or even across stores to spot trends in suspicious activities. Analysts estimate that up to 85% of on-screen information is lost within 15 minutes of the system operator being logged on. Using Autonomy Virage all data is captured an analyzed to minimize losses,...
Summary: ...are created and managed by the people who actually use them—the subject matter experts who know your corporate content best—have two unique benefits: • They organize information in ways that make more sense to end-users. • They capture the expertise of your people and become an extension of your...
Summary: ...as there is technology that can prevent the recording of this customer sensitive data. Deployment of Autonomy ICE with the Autonomy Qfiniti recording module, Observe, is highly recommended for all companies that record calls that include credit card data and the associated CCV number. We are unaware of...
Summary: ...or stationary traffi c on a motorway Monitoring rail or metro stations to identify people who are too close to the platform edge or overcrowding Airport monitoring to identify suspicious behavior or unattended luggage Electronic Point of Sale (EPOS) Monitoring Virage provides high quality EPOS monitoring...
Summary: ...Cardiff LiquidOffice: Business Process Management & Intelligent Documents. Decision Management and Process Intelligence LiquidOffice provides comprehensive monitoring and management features that protect investments in processes, provides greater visibility into business needs, and helps enforce compliance...
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: ...algorithm. User Roles Autonomy etalk’s Qfiniti Desktop enables administrators to define a role for a user, and each role contains a related set of permissions. When granted, the available permissions allow the user to perform certain functions in Qfiniti, such as playing back or exporting a call recording....
Summary: ...application the authority and credentials to see and capture content. This approval is often done on a site-by-site basis for the reasons stated above. This method works well since interactions from any device will be captured, since the governance application is talking directly to the social media site....
Summary: ...marketing programs and the evaluation of corporate policies and procedures which ultimately drive down service calls • Quickly provides visibility to call recordings for customer intelligence, business process automation, and quality monitoring • Saves significant time and cost over manual call monitoring...
Summary: ...user input, this is the fi rst system seamlessly to connect the spoken word with a fi nal formatted document, and is able to deliver on the promise of increased effi ciency dramatically improving document turnaround times. Capturing and recognising speech is part of the challenge but the end result needs...
Summary: ...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...
Summary: ...Speech Analytics Index Bring Meaning and Value to Enterprise Speech 1 Why Meaning Matters 2 Customer Intelligence 2 Legal, Regulatory, and Risk Management 3 Media Monitoring and Management 4 Conclusion 4 About Autonomy 5 Autonomy Enterprise Speech Analytics 1 Bring Meaning and Value to Enterprise Speech...
Summary: ...Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice #3: Integrate Speech Analytics with your Quality Monitoring Process 2 Best Practice #4: Think Holistically for a Complete View of the Customer 2 Best Practice...
Summary: ...not a plant. Autonomy’s Advanced Search and Scalability Solutions for SharePoint 9 With IDOL Speech technology, customers can archive all telephony, including all recorded phone conversations, and effectively process and analyze that data for regulatory compliance, as well as risk management and quality...
Summary: ...to take steps now to deliver continuous intelligence. The good news is that that there are many ways to implement continuous intelligence. The options generally fall into two camps based on where the bulk of the processing is done: inside the data warehouse or outside of it.
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Summary: ...Access to Data by Business Need-to-Know Through Qfiniti’s standard security system, users are assigned roles. Roles are collections of permissions, which are individual access rights granted to users. Roles determine which Qfiniti functions are available to users such as the ability to playback recording....
Summary: ...platforms 2.8 Further reading Tony Robinson and James Christie "Time-first search for large vocabulary speech recognition", International Conference on Acoustics Speech and Signal Processing, 1998 Frederick Jelinek "Statistical Methods for Speech Recognition", MIT Press, 1999. Herve Bourlard and Nelson...
Summary: ...even to export so they can be shared with other business users. Masking is only available when playback is performed by Qfiniti Desktop and is only available for voice and screens or screen only recordings. Muting is available when playback is performed by Qfiniti Desktop, Telephone Playback, Qfiniti...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
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