Multi-channel Interaction Analysis Enhanced for Global Contact Centers
Dallas, TX. - March 7, 2007 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that the latest version of the Autonomy etalk multi-channel interaction analysis solution, Qfiniti Explore, has been enhanced to include sentiment analysis with support for multiple languages. This allows global organizations to quickly identify and understand customer or contact center agent attitudes affecting customer-driven business strategies across the enterprise, regardless of language spoken.
Sentiment analysis combines the intelligent search and categorization of linguistic events in customer calls with non-linguistic events such as emotion detection, speaker separation, and cross-talk identification. The combination of these events coupled with Autonomy's Meaning-Based Computing technology provides a more accurate understanding of customer / agent intent, highlighting areas of delight or frustration and providing meaningful feedback to other departments in the organization. This becomes crucial for contact centers located in multiple countries where tone and inflection alone can indicate entirely different attitudes from region to region. Qfiniti Explore processes calls from numerous languages such as US and UK English, Spanish, Portuguese, French, Italian, Polish, Dutch and many more.
"This is exciting technology that opens up significant possibilities for contact center management, sales and marketing, R&D, and operations to affect global strategies based on the needs and desires of the customer base", said Scott Shute, Autonomy etalk's chief executive officer. "Qfiniti Explore is a key component in building an Intelligent Contact Center that will provide considerable return-on-investment and meet business needs for years to come."
Qfiniti Explore is unique in that it utilizes Meaning-based Computing technology to form a conceptual and contextual understanding of all customer interactions captured in the contact center, including telephone conversations, emails, and chat. Other features include intelligent search capabilities such as 'trained' searches, automated word stemming, call category cluster diagrams, automated categorization and query guidance to enable users to access recording and emails that are conceptually related to the original search. In addition to sentiment analysis, Qfiniti Explore provides trend analysis with real-time notification for an immediate pulse on hot customer issues, allowing customer, operational, and performance issues to be uncovered for proactive improvement.
Qfiniti Explore is a key component in the Intelligent Contact Center, which enables organizations to capture, share, and analyze critical structured and unstructured data that flows through the contact center, allowing the bi-directional sharing of that data with the rest of the enterprise. In addition to multi-channel interaction analysis, the Intelligent Contact Center includes real-time agent support and contact center performance management. For more information on the Intelligent Contact Center, please visit www.autonomy.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: 3, ABN AMRO, AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Kraft Foods, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, 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 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 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.
Summary: ...confirm the ability of Autonomy’s quality monitoring and agent evaluation technologies to enhance the customer experience and enthuse Sky's contact center staff. Real ownership of quality at all levels of Sky's business is now evident, coupled with a dramatic shift in attitude from a focus solely on...
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: ...to information and the sharing of knowledge and information,“ explains Greg Wynne, information and workspace project manager, Department of Business, Innovation and Skills. „In conjunction with Fujitsu, our outsourcing partner, we explored various solutions including HP Tower Records and Information...
Summary: ...opportunities • Create shortcuts for agents to lower talk time • Identify fraudulent or unproductive behaviors • Check accuracy of data entry, such as shipping and billing information The lower talk time has already impacted one PFSweb customer, whose average handle time has been reduced by a full...
Summary: ...and PM systems was that our current providers couldn’t keep up with our desire for innovation. Autonomy iManage stood out in their ability to do so—they’re very attuned to the way people actually use their products, and very open to our desire for change.” About Autonomy iManage Autonomy iManage...
Summary: ...four forms were combined into one. The Benefits of Autonomy The value of Cardiff’s Intelligent Document technology has been quantified in many ways at First Interstate Bank. Automatic routing of electronic documents, coupled with electronic workflow, move documents quickly to employee work queues. Processes...
Summary: ...thus moving beyond traditional approaches which depend heavily on grammatical structure or specific vocabulary. • IDOL's unique AQG refines search results into clusters thus giving KLA employees a bird's eye view of data in the organization and allowing them to spot hot trends and topics • Automatic...
Summary: ...traditional approaches which depend heavily on grammatical structure or specific vocabulary. • IDOL's unique AQG refines search results into clusters thus giving KLA employees a bird's eye view of data in the organization and allowing them to spot hot trends and topics. • Automatic Hyperlinking feature...
Summary: ...press portal automatically delivers information Another difficulty was created by the natural language divide in Belgium, as Belga’s news service had to cater for both Dutch and French speakers in the community.
...
Summary: ...IDOL K2 infrastructure Functionality Parametric selection Classification Taxonomy management Repository Interfacing Business-strength security Languages English French Spanish Italian German Dutch Hungarian Russian Japanese Chinese Legal Know-how System MK???? Printed in Canada. Autonomy Inc. One Market,...
Summary: ...Company profile About The Bon-Ton Stores, Inc. The Bon-Ton Stores, Inc. (investors.bonton.com) operates 277 stores in 23 states in the Northeast, Midwest and upper Great Plains under the Bon-Ton, Bergner’s, Boston Store, Carson Pirie Scott, ElderBeerman, Herberger’s and Younkers nameplates and, in...
Summary: ...The E.W. Scripps Company Case Sudy - Media Publishing Sites. Previously, as the content on the Scripps sites grew, coupled with the increased desire to locate that content via search functionality, so did the cost of database licenses and additional hardware. Technical Information Platform Sun Solaris...
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: ...the call center, web site, point of sale, and social media. Sentiment analysis. Determine the degree to which a sentiment is positive, negative, or neutral for the entire interaction or a segment of the interaction. Hot and breaking topics. “Hot” clusters automatically detect burning topics across...
Summary: ...UTF-8 encoding, which simplifies the addition of new languages. HP TRIM 7.2 has added Russian to the suite of supported languages which now includes: • English International • English—US • Dutch • French • German • Italian • Brazilian Portuguese • Russian • Spanish How customers benefit...
Summary: ...With over 500 out-of-the box functions and 400 connectors, IDOL 10’s unique pattern-matching technology understands the meaning of all enterprise information regardless of format, language, location, subject or quantity and detects patterns, emotions, sentiments, intent, risks, and preferences as they...
Summary: ...Since all social content is ingested through Autonomy MAS, it is available to be pushed to Autonomy Explore for advanced analysis and to uncover its meaning. Autonomy Explore, powered by Autonomy IDOL, offers more than 500 advanced functions, such as filtering, clustering, eduction and sentiment to help...
Summary: ...etc) based on each specific customer interaction to help resolve the customer’s issue on the first try. Based on IDOL’s unique ability to understand customer sentiment and intent in real time, Qfiniti can automatically search all product information and marry it to prior customer behavior to serve...
Summary: ...Autonomy Optimost - Product Overview. • Determin ehow customers feel or perceive a brand using sentiment analysis • Gai na contextual understanding of what customers want and need • Recogniz einteractions with customers, regardless of the language spoken or written • Identify hidden patterns and...
Summary: ...in the body of a message, as well as in all attachments. • The IDOL Server collects indexed data from connectors and stores it in its proprietary structure, optimized for fast processing and retrieval. At the information processing layer, IDOL forms a conceptual and contextual understanding of all monitored...
Summary: ...probabilistic modeling and patternmatching techniques. It currently supports over 100 languages and provides cross-lingual search. Autonomy also provides optional language packs to further enhance localization, including stemming, stoplists, transliteration, multiple encoding support and term decomposition....
Summary: ...Autonomy delivers a language independent software infrastructure that enables content to be conceptually retrieved in any language delivering both multilingual and cross-lingual capabilities. • Keyword search, including the support of operators such as AND, OR, NOT, NEAR, DNEAR, SOUNDEX, FUZZY, RANGE,...
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: ...service based on certain situations, which improves customer experience and operations performance. Autonomy Explore automates not just speech recognition but also audio-to-text and video, taking a snapshot of what was said and the emotions and sentiment behind them. It automatically spots trends, both...
Summary: ...Catalan Chinese Croatian Czech Danish Dutch English Estonian Faroese Finnish French Gaelic German Greek Greenlandic Hebrew Hindi Hungarian Icelandic Indonesian Italian Japanese Korean Kurdish Lappish Latin Latvian Lithuanian Luxembourgish Macedonian Maori Mongolian Norwegian Polish Portuguese Romanian...
Summary: ...algorithm. User Roles Autonomy etalk’s Qfiniti Desktop enables administrators to define a role for a user, and each role contains a related set of permissions. When granted, the available permissions allow the user to perform certain functions in Qfiniti, such as playing back or exporting a call recording....
Summary: ...sales verification. The Autonomy speech analytics module also uncovers suspicious and inconsistent interactions by utilizing unique trend-spotting and sentiment analysis functionality. These features alert users to emerging call trends and identify areas of heightened emotion during a call, aiding in...
Summary: ...Multilingual Capability A wide range of languages are fully supported by Autonomy, including those which require multi-byte encoding capabilities, such as Arabic, Mandarin Chinese and Russian, as well as single-byte European languages such as English, French and Spanish. Autonomy supports both single-byte...
Summary: ...Autonomy Technology Overview. Although IDOL is fundamentally predicated on a language independent model, it is still capable of using linguistic analysis to parse semantics to an intra-document level. For instance, the Sentiment Analysis functionality can determine the degree to which a sentiment is positive,...
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: ...Autonomy's Advanced Search and Scalability Solutions for SharePoint. ChoicePoint uses Autonomy to index 10 billion documents Bloomberg uses Autonomy across all 140 million, multi-lingual news articles, which enables it to send 1.2 billion emails and 1.26 million trading alerts per day Citigroup uses Autonomy...
Summary: ...Make sure your eDiscovery Solution has the ability to easily add ESI sources to the process—file shares, SharePoint, Database, Audio, Video etc. Multi Language Support Solution will fail to find preserve potentially responsive nonEnglish ESI Validate multi-lingual support via a proof of concept or other...
Summary: ...within an enterprise’s collection of repositories, it will be found. Autonomy powers the largest systems in the world in a secure environment: Corpus Size • ChoicePoint uses Autonomy to index 10 billion documents • Bloomberg uses Autonomy across all 140 million, multi-lingual news articles, which...
Summary: ...Compliance After the Global Credit Crisis. But with most companies managing an increasing array of supplier, partner, and client relationships across the world, a multilingual reality is quickly recognized. At the core of any compliance function is the ability to understand a given piece of information...
Summary: ...Autonomy Whitepaper - The Power of Autonomy IDOL. Hyperlinking suggests content that is contextually linked thus ensuring clients have full visibility over related content; information clustering provides a bird’s eye view of data grouping similar items together to spot new or hot trends and topics;...
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
