etalk Wins Highest Customer Satisfaction Rating In Vendor Survey Results Published in Comprehensive Market Report from DMG Consulting
Dallas, TX, – October 17, 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 they had received the highest overall customer satisfaction rating in a recent independent customer satisfaction survey of eight vendors in the call recording market.
The survey, conducted by DMG Consulting LLC and published in the recently released 2006 – 2007 Quality Management/Liability Recording Product and Market Report, consisted of both written and telephone interviews of vendor customers to rank their satisfaction level in categories that consisted of Product, Implementation, Service/Maintenance, Training, and Professional Services. Besides receiving the top ranking in the overall category, etalk achieved high ratings among all the other categories.
"etalk received the highest score for overall vendor satisfaction," said Donna Fluss principal analyst at DMG Consulting LLC. "Customer satisfaction is an important indicator of a company's ability to deliver high-value products and services that meet their clients' needs."
etalk's innovative contact center solutions provide voice-enabled real-time agent assistance and customer trend analysis based upon recorded calls. The Qfiniti™ Enterprise suite offers speech analytics technology that allows companies to automatically organize, categorize, and access their customer conversations, delivering relevant and accessible customer intelligence. etalk solutions include advanced speech analytics, compliance and quality monitoring recording, agent training and service assistance, customer satisfaction surveys, and performance management, all delivered in a single interface.
"etalk is committed to building solid and long-term partnerships with our clients," said Scott Shute, etalk CEO. "This can only be achieved by maintaining the highest standards across our solutions and services, so we're very pleased to receive this acknowledgment from our customers."
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: ...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: ...ship. Because voice files are sorted correctly, I don’t have to add Quality personnel because our department is now able to scan, review and grade voice files in a much more efficient way. The categorization helps us grade much more quickly and efficiently,” said Rhonda Chatman, Quality Assurance...
Summary: ...the Observe, Advise and Explore modules, to efficiently monitor recorded interactions for contact center performance improvement. With Explore, contact center managers gained the ability to automatically analyze interactions and apply the results to agent coaching and training and deliver realtime intelligence...
Summary: ...websites using Autonomy, a survey of students showed 69 per cent found it “easy to very easy” to find information on the university’s main website. After the redevelopment, this figure rose to 79 per cent. Another indicator of the websites’ success is that the number of telephone enquiries from...
Summary: ...We have a way to keep our organization aligned around the brand.” FYI Portal Fuels Future Growth “To measure ROI,” Rodgers explained, “we use customer satisfaction research for both our company and our online presence, and also measure brand awareness around the globe through online surveys. This...
Summary: ...three compelling benefits to KPMG LLP (UK): An improvement in the overall quality of content available from the employee intranet, an enhancement in the user experience, and the ability to meet KPMG’s e-business goals in the years ahead. IDOL K2 helped KPMG LLP (UK) reduce the size of its intranet to...
Summary: ...major role in survey development for the childcare and TANF projects. Continued Support Two days of personalized, on-site training with Scantron provided the center with the necessary tools to be successful with TeleForm. Scantron continues to provide assistance to the center, giving one-on-one support...
Summary: ...extra money in training. It’s an easy-to-use application, but it just doesn’t make sense if you can’t use it to its maximum potential.” The Benefits of Cardiff Since the TeleForm implementation and its subsequent training session, the center has the internal resources to bid on survey processing...
Summary: ...Shanghai, Singapore, Santiago, Sao Paulo, Stockholm, Sydney, Tokyo, Utrecht and Washington, D.C. Determining Better Practices The results achieved confirm the ability of Autonomy’s quality monitoring and agent evaluation technologies to enhance the customer experience and enthuse Sky's contact center...
Summary: ...Services and Support IT Operations Management Application Lifecycle Management Information Management 2 This is a remarkable achievement in a tough climate, acknowledges Bon-Ton CIO Jim Lance. He salutes store management for making good decisions. “A successful retail operation is fueled by quality...
Summary: ...that information is gathered more effectively. Future uses for this technology include extending its functions to the interview room, so that officers have all relevant information automatically provided as they interview suspects and witnesses. About Autonomy Autonomy, an HP Company, is a global leader...
Summary: ...business processes. Leveraging TeleForm’s powerful and flexible architecture, PACE developed FastScore to work with any TeleForm designed tests to automate the import, score and export processes. FastScore receives validated test data exports from TeleForm and scores them automatically, without the...
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: ...compliance management or selectively capture voice and desktop activity for quality assurance. The platform also includes innovative built-in coaching, real-time assistance, evaluation, survey, and training modules to ensure that your business delivers true quality performance. Autonomy Qfiniti delivers:...
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: ...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: ...Understand the meaning of text-based communications such as survey results, complete with open-end verbatim or CRM notes, and automatically classify and categorize those interactions based on meaning as opposed to keywords. Customer Interaction Survey and Assessment. Leverage all survey and assessment...
Summary: ...Autonomy services into your standard customer billing. More resources to make you successful: • Your Autonomy Channel Manager works with you to develop marketing campaigns and grow your business. • Sales Engineers provide best practices and pre-sales technical assistance. • Regular training classes...
Summary: ...searches to provide complete results • Language independence with the ability to search, analyze and process more than 150 languages • Automated processing of voice, video and rich media data on the same platform as all other data, including native speech analytics, phonetic and conceptual methods...
Summary: ...targeted information in real-time to either a mobile device via SMS, by e-mail or over the Internet. By automatically identifying correlations and trends present in any data, Command and Control allows security teams to understand the potential signifi cance of seemingly disparate pieces of intelligence...
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: ...features. Playback Interface Masking Muting Qfiniti Desktop ? ? Qfiniti Web Access X ? Telephone Playback (RAP) X ? Export to Wave X ? Media Recorded Voice Only X ? Voice and Screens ? ? Screen Only ? ? Determining when Customer Sensitive Data is Being Exposed As previously stated, the key to muting and...
Summary: ...Muting and Masking features. Playback Interface Masking Muting Qfiniti Desktop ? ? Qfiniti Web Access X ? Telephone Playback (RAP) X ? Export to Wave X ? Media Recorded Voice Only X ? Voice and Screens ? ? Screen Only ? ? Determining when Customer Sensitive Data is Being Exposed As previously stated,...
Summary: ...Edge The true intent of the eDiscovery process has not been achieved with traditional keyword searching. The intent is to find all content relative to the matter – what most vendors actually do is something far different, they find all documents containing a specific set of keywords. Vital information...
Summary: ...of the biggest enterprises in the world. Whether your company is responding to urgent litigation, a regulatory audit, or a liability concern, our expert team is there 24x7 to ensure that you meet your deadlines. In a year’s time, ZANTAZ Audit Services conducted nearly 1,000 document requests, producing...
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: ...recording, quality monitoring, agent coaching and training, and post-call customer surveys, Autonomy etalk’s capabilities include advanced communication analysis and real-time information retrieval. etalk solutions process all forms of structured and unstructured data to deliver true customer insight...
Summary: ...Bringing Meaning and Value to Enterprise Speech - White Paper. Bringing Meaning and Value to Enterprise Speech Autonomy White Paper b Autonomy Enterprise Speech Analytics Index Bring Meaning and Value to Enterprise Speech 1 Why Meaning Matters 2 Customer Intelligence 2 Legal, Regulatory, and Risk Management...
Summary: ...against the pertinent trades and used to reconcile the voice record with the trade record in the system, further automating the affirmation process • Automatic reconciliation services to improve data quality, identified as the highest priority in managing risk by The Economist Intelligence Unit 1 • Addition...
Summary: ...increasing the security of the important voice fi les and voice training data. LOASys returns users to the traditional way of dictating - only having to think and talk, which is far more productive. This process enables users who don’t have the benefi t of a secretary/assistant to dictate as if they...
Summary: ...Ford, Daimler Chrysler, Shell, AOL, BBC, Reuters, Hutchison 3G, Ericsson, T-Mobile, Philips, , 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,...
Summary: ...an enormous amount of raw data about its activities. Data is spun out of nearly every system, from the telephony platform to the quality monitoring engine. Speech analytics is a set of tools that parses that particular set of unstructured data contained in recorded audio calls. It aggregates voice calls...
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: ...processes and quality: While regulatory compliance up until this point has been a greater than expected burden for the capital markets, significant ROI is achievable. According to the General Roundtable, every $1.00 spent on compliance save on average, $5.21 in heightened avoidance of legal liabilities,...
Summary: ...Net Promoter or customer satisfaction scores are two common examples. However, there’s a fatal flaw in relying on the structured data alone. The structured approach requires the responder to fit their opinions into the limiting construct of the survey questions and underlying database. If the actual...
Summary: ...motion denied; gender discrimination case. 2 In Global Aerospace v Landow, Case no. CL 61040 (cir. Virginia 2012), the producing party gained court approval to use computer assisted discovery over the receiving party’s objections; Kleen Products, LLC, et al v. Packaging Corporation of America. 5 Advanced...
Summary: ...management, knowledge management, enterprise information portals and online publishing applications. This evidence is supported by the significant penetration of the technology in a diversity of vertical markets and has been achieved principally because every market sector needs to manage and leverage...
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
