etalk Revolutionizes Customer Service with Voice and Analytic Driven Real-Time Agent Support
Automated Call Assistance for Agents Reduces Handle Times by 30%
Dallas, TX, - September 12, 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 the availability of Qfiniti Assist to enable real-time knowledge and information for agents providing service to their customers. Qfiniti Assist uses speech recognition technology to understand the customer conversation with the agent, and then offers the agent accurate responses using advanced information retrieval. By arming agents with Qfiniti Assist, businesses can immediately reduce handle times, increase customer satisfaction, and deliver improved call center efficiency.
"etalk is revolutionizing the way customer service is handled through front line solutions that are as real-time as possible," said Scott Shute etalk CEO. "People have come to expect fast, accurate information, and after waiting in a queue to speak to someone, these expectations increase."
Qfiniti Assist automatically provides contact center agents with the most relevant information requested by customers on the line. This is achieved by real-time analysis of the customer conversation and retrieving the most pertinent information from a variety of sources. Qfiniti Assist reduces hold time and overall handle times, and helps instill caller confidence in the agent by eliminating any hesitancy in retrieving critical information. This approach to solving immediate service requests not only enables faster call resolution, but opens up a broader skill level to leverage during high call volumes.
"What's really exciting about this technology to us is the potential to dramatically increase first call resolution," said Rhonda Chatman, Quality Assurance Manager at PFSWeb, a leading supply chain and contact center outsourcer using etalk's Qfiniti solution suite. "We're dedicated to ensuring our clients' customers receive the best possible service experience."
Because Qfiniti Assist removes the burden from the agent to recall all the locations and types of applicable information, this solution can help extend the number of contact center personnel that can address an issue beyond just those trained in that area. Rather than forcing customers to wait longer than usual to speak to a company representative, calls can be routed to other personnel who can take advantage of Qfiniti Assist to answer requests.
This easy-to-use desktop tool allows for text or audio queries and returns current and appropriate documents. In addition, related documents are also retrieved using a unique hyperlinking feature so agents are prepared to answer additional questions on the same subject. Natural language search capabilities delivered through an intuitive, floating toolbar further simplify agents' access to appropriate answers. Skill and knowledge are two hidden attributes that drive employee satisfaction and reduce churn.
"Agents won't have to tediously search through the multiple systems to try and locate appropriate information," said Roger Woolley, etalk senior vice president of marketing and CMO. "Qfiniti Assist does all the heavy lifting from numerous sources and instantly displays the most applicable data for the call, leading to higher customer satisfaction and augmenting agent knowledge."
Qfiniti Assist is available now as a module within Qfiniti Enterprise. Qfiniti Enterprise delivers a full suite of contact center solutions for advanced speech analytics, quality monitoring and compliance recording, agent coaching and evaluation, customer satisfaction surveys and performance management - 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.
2006 etalk Corporation. All Rights Reserved. etalk, e-talk, Qfiniti, Observe, Advise, and Recorder are trademarks of etalk. 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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