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.
Summary: ...opportunities • Create shortcuts for agents to lower talk time • Identify fraudulent or unproductive behaviors • Check accuracy of data entry, such as shipping and billing information The lower talk time has already impacted one PFSweb customer, whose average handle time has been reduced by a full...
Summary: ...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 provided Orange with specific information that was used to evaluate the results of their marketing...
Summary: ...has been using Autonomy solutions since 1999. For its Quality Assurance and Training Program, the contact center takes advantage of Autonomy Qfiniti’s coaching and training module, Expert, along with Qfiniti's Survey module. Getting the Right Tools to Raise Satisfaction Northern California Kaiser Permanente...
Summary: ...British Sky Broadcasting Marks Immediate Performance Improvements - case study. Agents also improved at setting caller expectations during a call by explaining resolution procedures more fully and making callers aware of any escalation that might be needed with their query. With Autonomy’s quality monitoring...
Summary: ...toll-free customer line was established in the early 90s, Aflac´s call center used manually operated cassette tape recorders to monitor and tape customer service calls. “The arcane system was difficult to use,” says Daniel. “Supervisors often found that calls were either only partially recorded...
Summary: ...company reigns as Canada’s #1 cable TV operator. It also has a 52% ownership in Rogers Wireless, one of Canada’s largest mobile phone operators. To serve its numerous subsidiary companies, Rogers operates a large call center network that handles thousands of calls each day. Recently, Rogers sought...
Summary: ...Leonard Street & Deinard Case Study. “We had to wait until somebody got it right,” says Pressley, “and then Interwoven fnally did.” Finding a technology partner for the long term Interwoven WorkSite made Leonard, Street and Deinard ’s decision easy. The solution’s matter-centric collaboration...
Summary: ...owned and operated Bruno Independent Living Aids (Oconomowoc, Wisc.) was founded in 1984, and has a proud history of innovation that provides solutions for individuals who may face challenges with mobility. Bruno’s products, power chairs, scooters, vehicle lifts, stair lifts and Turning Automotive Seating™...
Summary: ...owned and operated Bruno Independent Living Aids (Oconomowoc, Wisc.) was founded in 1984, and has a proud history of innovation that provides solutions for individuals who may face challenges with mobility. Bruno’s products, power chairs, scooters, vehicle lifts, stair lifts and Turning Automotive Seating™...
Summary: ...and locations within the organization. The Benefits Thanks to Autonomy’s technology, Ernst & Young Tax Advisors Netherlands has been able to extract intelligence from its vast amounts of information to assist employees in achieving customer satisfaction, and has attained a culture of collaboration and...
Summary: ...management to comply with audit and security compliance regulations in managing all web content throughout the content lifecycle, from creation, review through to publication and archiving. Content creators are reporting total satisfaction in the new ECM platform. “They are definitely thrilled with...
Summary: ...more so than any other industry, time-to-market is not only money, in some cases it’s the difference between life and death for potential customers. Employee satisfaction levels are overwhelmingly positive. “Many of our scientists rely heavily on e-mail alerts,” says Rogers. “If they had to find...
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: ...agent turnover, and reduced customer churn • Innovative features including integrated coaching and playback tools • Centralized administration for reduced IT time and costs • Compliance with data security and corporate deletion standards Extensive Monitoring Capabilities Autonomy Qfiniti provides...
Summary: ...ways: • 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. • Advanced...
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: ...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: ...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.
...
Summary: ...AME Desktop Integration for Autonomy Qfiniti - Technical Brief. autonomy@autonomy.com Other Offices Autonomy has additional offices in Antwerp, Barcelona, Beijing, Boston, Calgary, Cambridge, Chicago, Dallas, Kuala Lumpur, London, Madrid, Mexico City, Milan, Mountain View, Munich, New York, Palo Alto,...
Summary: ...playback based on the user’s Qfiniti role. The following figure illustrates what the Mask/Mute markers look like in the Marker List. When a user logs into Qfiniti, their login ID associates them with a Qfiniti Role. Qfiniti Roles are user definable. One of the role options associated with recordings...
Summary: ...audio playback and mask the video playback based on the user’s Qfiniti role. The following figure illustrates what the Mask/Mute markers look like in the Marker List. When a user logs into Qfiniti, their login ID associates them with a Qfiniti Role. Qfiniti Roles are user definable. One of the role...
Summary: ...pieces of information, Command and Control identifi es ‘clusters’ of related information, automatically sorting it into appropriate piles for immediate access. In this way, Command and Control unveils hidden relationships and identifi es potential security threats that might otherwise have been missed....
Summary: ...conceptually related documents ranked by relevance to help people utilize their company’s wealth of knowledge. As a result, IUS increases the speed of information retrieval, while ranking quality and user satisfaction by applying what Autonomy calls Meaning Based Computing. Autonomy IUS enables organizations...
Summary: ...processed into meaningful visual paradigms for rapid categorization and analysis. IDOL’s speaker independent, multilingual speech analytics technology allows investigators to rapidly locate conversations containing specific search phrases and speakers. as well as edit, search, and hyperlink to audio...
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: ...browsers. Contact Centers/Customer Relationship Management In every contact center around the globe, the main focus is on giving the right answer - instantly. The time spent awaiting a reply, the number of people users need to talk to before they obtain an answer, and the actual relevance of the answers...
Summary: ...Bringing Meaning and Value to Enterprise Speech - White Paper. Speech Analytics • Processes approximately 10,000 calls per day • Identifies spending trends to mitigate debt recovery and collections and minimize financial loss • Improves talk times, revenue, and customer satisfaction • Increases...
Summary: ...another department without having to wait for partial tapes. The fi rm moved offi ce within six months of the installation, added a further fi ve fee-earners but have not increased their support staff. Two fee-earners who share one secretary have found the speech recognition component particularly useful,...
Summary: ...legacy VMware VI installations while they wait to upgrade to VMware vSphere 4.x. There are a couple of issues with ESX Console snapshots: a) They put a load on the physical host (just like traditional backup) and b) The console snapshots have no way to speak with an application running inside the VM,...
Summary: ...file in addition to a rich set of automatically created metadata information. Rich Media eDiscovery IDOL’s advanced speech analytics eliminates the need to manually review all content. Investigators now have the ability to combine search phrases with IDOL metadata such as date, speaker, inbound/outbound,...
Summary: ...free profile” increased conversion by 5.2% to the thank-you page in a recent Autonomy Optimost experiment. Also, providing assurance to your customers with satisfaction guarantees or highlighting simple return policies with “30-day returns” or “No risk” reinforces that you are committed to keeping...
Summary: ...In this example, where the desired option is “can I”, Virage’s speech technologies employ intelligent probabilistic language modeling to understand the context of what is being said and in this way select the appropriate option “can I”. Virage’s audio recognition functionality includes: • Speaker...
Summary: ...Leadership Moving to Next-Generation Speech Analytics: Words are No Longer Enough Sponsored by Frost & Sullivan CONTENTS Executive Summary. 3 Introduction . 3 The Complexity Problem. 4 The Speech Analytics Answer. 5 Limitations of Traditional Speech Analytics. 6 Autonomy’s Meaning-Based Approach . 8...
Summary: ...7 Best Practices for Speech Analytics - White Paper. Autonomy’s customers are quickly moving to Autonomy Explore to process and analyze ALL customer interactions because they can get a more complete view of the customer and overcome channel biases that arise when analyzing a single channel or touchpoint....
Summary: ...to several seconds. Asynchronous tasks, on the other hand, are initiated by the engine by a callback method, but can take an arbitrary amount of time to complete. For asynchronous tasks, the engine initiates the task in a non-blocking fashion, and does not wait for the task to complete. Instead, when...
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
Find us on Facebook
Follow us on Twitter
See us on YouTube
Find us on LinkedIn
