AUTONOMY LAUNCHES ITS INNOVATIVE ETALK CONTACT CENTRE SOFTWARE IN SINGAPORE
Leading Call Centre Software Vendor Co-sponsors 2006 Asian Contact Centre Industry Benchmarking Report
Singapore – January 31st 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 launch of its etalk contact centre solutions in Singapore. With this move, Autonomy etalk is bringing its leading-edge contact centre portfolio that enables the Intelligent Contact Centre to the Singapore market. Singaporean customers will now not only have the opportunity to upgrade their domestic customer service, but also to equip themselves to compete more effectively in global markets.
Autonomy etalk offers call recording, analysis, and performance improvement solutions that support superior service and enable customer intelligence for call centres. The recently released Intelligent Contact Centre solutions include advanced intelligence-based functions such as Multi-channel Interaction Analysis, Real-time Agent Support and Contact Centre performance. According to research by Datamonitor, the number of people answering phone enquiries at call centres in the Asia Pacific region is growing at a Compound Annual Growth Rate (CAGR) of 15.1 percent and is forecasted to reach nearly one million call centres by 2008. Autonomy etalk offers call centre operators the ability to monitor, measure, improve, and understand their agents and customers more efficiently and effectively.
Frederic Ho, Country Manager, Autonomy South East Asia, said, "Autonomy is committed to delivering the best technology for automating operations around the structured and unstructured information that flows through the contact centre, be it audio, email, or text. Call centre operators need to ensure continued customer satisfaction even as the volume of information grows and the needs of their clients become more demanding. Autonomy etalk provides the first unified call recording, agent evaluation and advanced speed analytics solution, and I am delighted that it is now available here to help the Singapore call centre market grow in quality of service and business performance."
Recently, Autonomy etalk also co-sponsored the 2006 Asian Contact Centre Industry Benchmarking Report. According to this study, the Singapore Contact Centre Industry in 2006 was estimated to hold 19,000 seats. With a 32 percent growth rate, this figure is projected to increase to 25,000 in 2007. A majority of operators realise the need for improved customer service but have prioritized voice and data recording, potentially ignoring the value that can be added by call evaluation, agent coaching, performance management, survey tools, E-learning and speech analytics.
Roger Woolley, Senior Vice President of Marketing and Chief Marketing Officer of Autonomy etalk, said: "The study confirms etalk's belief that the contact centres in Singapore, and indeed, across Asia Pacific, are ready to adopt platforms which enable recording, analysis, and agent performance improvement in order to compete effectively in global markets."
The Autonomy etalk solution is an enterprise platform that helps global, multi-site operations consistently deliver outstanding customer service and ensure regulatory compliance. This unified and scalable infrastructure provides tools to capture call and desktop events, evaluate and analyze these activities, and coach and train agents. Combined with intelligent speech analytics and survey tools, Autonomy etalk enables businesses to improve performance throughout the organization.
Through solutions like the Intelligent Contact Centre, Autonomy etalk hopes to provide Contact Centres in Singapore with the latest technology and services. Autonomy etalk is now available in Singapore through Call Design.
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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