New Approach to Knowledge Management Recognized at Annual Call Center Exhibition
Dallas, TX. - October 31, 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 today that Qfiniti Assist has been named Best of Show at this year's Annual Call Center Exhibition (ACCE) held in Seattle. Qfiniti Assist, introduced in September at ACCE, uses speech technology to understand the customer conversation with an agent, and then offers agents accurate responses using advanced information retrieval.
"From a strategic perspective, etalk's Qfiniti Assist has tremendous implications for a call center because it allows it to establish a knowledge base that, over time, becomes informed by the questions customers ask agents," said Joe Fleischer, chief technical editor with Call Center Magazine. "It's an intriguing approach that has caught our attention, and that we believe is worthy of the attention of call center managers as well."
Qfiniti Assist is a powerful voice and analytics driven tool that enables real time knowledge support for agents during a customer interaction. Qfiniti Assist combines speech and information access technology to provide users with answers conceptually related to the agent-customer conversation. By arming agents with Qfiniti Assist, businesses can immediately reduce handle times, increase customer satisfaction, and deliver improved call center efficiency.
"We are thrilled that Qfiniti Assist has been recognized as an outstanding product," said Scott Shute, etalk CEO. "By giving agents the knowledge and confidence they need to deliver fast, accurate answers to their customers, I believe this solution will become an instrumental part of enhancing contact center efficiency."
The awards were announced in the November issue of Call Center Magazine.
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.
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