Contact Center Americas Selects etalk's VoIP Recording
Agreement includes the purchase of recording, evaluation and eLearning products
BOGOTA, Colombia (November 8, 2006) — Contact Center Americas, Colombia's principal contact center outsourcing company, has selected etalk, a leading provider of contact center software and services around the world, to provide VoIP recording, evaluation and eLearning solutions that will enable the company's aggressive growth plans for the future, including expanding its international customer base.
"Our success is based on understanding our customers' needs and helping them solve their business problems," said Fernando Castellanos, etalk's managing director of partners and sales for Latin America, Caribbean and Asia-Pacific. "We are delighted to have won the confidence of such a respected company like Contact Center Americas and will deliver the highest level of service and value to them."
Contact Center Americas has almost 3,000 employees and it is owned by two of Colombia's most important economic groups: Grupo Carvajal and Empresa de Telecomunicaciones de Bogotá (ETB), offers integrated solutions with top-level productivity and quality standards to the leading companies in the country. The company's client portfolio includes companies such as: Codensa, Aerorepublica, ETB, Comfandi, Citibank, El Tiempo, Schering Plough and Banamex.
"We currently manage more than 500,000 inbound and outbound calls daily in our 1,700 work stations," indicated Sandra Viviana Gonzalez, Business Manager of Contact Center Americas. "An important step in meeting our growth plan is acquiring new cutting-edge technology to offer new and improved services. For that reason, we decided to look for a partner who could take us to the next level in services and etalk became the obvious option with its perfect combination of technology, cost, flexibility and support."
The new etalk solutions being incorporated by Contact Center Americas are:
Qfiniti Observe (recording): records all calls for compliance management, providing a powerful suite of monitoring options which include transaction-based recording of voice and desktop activity, and innovative coaching features.
Qfiniti Advise (evaluation): a complete, easy-to-use system for measuring and evaluating agent performance.
Qfiniti Expert (eLearning): delivers targeted training directly to the agent desktop for a consistent and cost-effective learning experience.
etalk installed Observe VoIP Servers for Contact Center Americas in Cali and Bogotá to manage inbound calls, conference calls, held calls and calls in queue. New etalk solutions were deployed using Genesys SIP Server Version 7.2 and standard IP Softphones.
According to business information company Datamonitor, Latin America's contact center sector is the fastest-growing in the world, while Colombia's is the third fastest-growing in Latin America, after Brazil and Mexico. The firm estimates that the Colombian contact center market will reach 41,000 agents and nearly 850 contact centers in 2008 from 15,000 agents and about 300 contact centers in 2003. In addition, the number of agent positions in Colombia due to both domestic and offshore outsourcing is expected to grow from 4,100 in 2003 to nearly 11,000 in 2008.
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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