AUTONOMY INTRODUCES THE INTELLIGENT CONTACT CENTER
Integration of etalk Brings the Contact Center into the Enterprise Information Value Chain
Cambridge, England and San Francisco, Calif. - Jan. 24, 2007 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise and proponent of meaning-based computing, today announced the introduction of the Intelligent Contact Center. Leveraging its meaning-based computing technology and its strong heritage in developing cutting-edge voice technologies for the intelligence community, Autonomy is extending its established etalk Contact Center portfolio to include advanced intelligence-based functions such as Multi-channel Interaction Analysis and Real-time Agent Support.
This latest move reflects Autonomy's vision for the Intelligent Contact Center as a key part of the overall enterprise information value chain - transforming it from a cost center into a profit center. Extending far beyond traditional approaches that focus on basic operations such as quality recording and workforce and performance analysis, the Intelligent Contact Center provides the ability to capture, share and analyze the critical structured and unstructured data that flows through the contact center, no matter what the format - be it text, email, IM, audio or video. It then enables the bi-directional sharing of that data with the rest of the enterprise. The result is enhanced operational performance, better customer support and actionable business insight.
"Enterprises today are looking for ways to extract real business value from the contact center by leveraging it to gain greater insight into customer attitudes, behaviors and trends. At the same time, the contact center is now handling multiple types of interactions with customers - from email, to IM and chat, as well as traditional voice. Being able to process and analyze all of those interactions enables a more holistic understanding of the customer experience to be achieved," said Jim Davies, principal analyst at Gartner.
The three elements of the Intelligent Contact Center include:
Multi-channel Interaction Analysis - the ability to capture and analyze the meaning of customer interactions across multiple communication channels, whether they be text, e-mail, IM or speech-based. Autonomy etalk's capabilities cover all forms of structured and unstructured data and include advanced speech analytics and sentiment analysis to deliver true customer insight that can be shared across the organization. Through Autonomy etalk's unique sentiment analysis functionality, organizations are able to identify callers with heightened emotion and respond appropriately based on this intelligence - a key feature for enhancing customer retention. In addition, Autonomy's heritage in the development of advanced voice recognition technologies for intelligence agencies is now brought to bear on the contact center. The system captures and intelligently processes every recorded voice transaction, as well as every element within those recordings making that information searchable with unprecedented accuracy and speed. Voice analysis is performed alongside email, chat and IM to ensure a full picture of the transaction is developed, while automatic call categorization provides a useful means of identifying trends. All of these capabilities are provided through etalk Explore.
Real-time Agent Support - enabling the real-time delivery of relevant intelligence directly to the agent's desktop. Autonomy etalk's Assist product takes customer support to a whole new level. The system uses advanced speech recognition technology to understand the customer conversation and links to the organization's knowledge systems to provide fast and accurate information to the agent in real-time - improving overall response time and significantly enhancing customer satisfaction.
Contact Center Performance - delivering the most fundamental requirements of the contact center including call recording, quality management and compliance, eLearning, surveys, and Contact Center Performance Management (CCPM). Autonomy etalk is already an established leader in optimizing the performance of the contact center.
"Autonomy leads the industry in helping organizations derive meaning and value from their information, no matter what the source or format. The contact center represents a rich source of information and business insight, but has traditionally been positioned as a siloed cost center. With this move, Autonomy is redefining the contact center and positioning it firmly in the enterprise information value chain. We believe the Intelligent Contact Center represents the way of the future for organizations that regard full information visibility as a strategic imperative," commented Scott Shute, president and CEO, Autonomy etalk.
Autonomy IDOL for the Contact Center
Autonomy's Intelligent Data Operating Layer (IDOL) is the only enterprise-wide, information infrastructure platform that forms both a conceptual and contextual understanding of all of the information in an enterprise in any format including text, email, IM, audio and video. IDOL is the foundation for meaning-based computing. Through the integration with etalk, organizations can intelligently processes the information from the contact center - including email and recorded voice transactions - making them searchable and actionable with unprecedented accuracy and speed. Access to this intelligence enables companies to not only fine tune customer service, but also to monitor product performance, customer issues and identify trends.
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: ABN AMRO, AOL, BAE Systems, BBC, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Hutchison 3G, Kraft Foods, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, Nomura, Reuters, Shell, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. Autonomy also 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, Stellent, Sybase, Symantec, TIBCO and Vignette. The company has offices worldwide.
The Autonomy divisions include: 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 and Cardiff, a leader in content capture and business process management solutions.
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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