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.
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