AUTONOMY ETALK'S INTELLIGENT CONTACT CENTER AWARDED PRODUCT OF THE YEAR BY CALL CENTER MAGAZINE
Leading Call Center Magazine Honors Strategic Approach
Cambridge, UK and San Francisco, Calif. - April 3, 2007 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that the International Customer Management Institute's (ICMI) Call Center Magazine has recognized its etalk Intelligent Contact Center with the Product of the Year Award. Autonomy etalk's Intelligent Contact Center consists of a combination of solutions for multi-channel interaction analysis, real-time agent support, and contact center performance management to transform the contact center into a company's most strategic asset.
"Call centers are literally swimming in "unstructured" information in the form of documents, emails, telephone conversations and multimedia," said Keith Dawson, editorial director, Call Center Magazine. "The problem, though, is that even though that unstructured data is "human-friendly", it's not easy for computer systems and processes to analyze. We liked the way Autonomy's Qfiniti Suite uncovers and makes sense of the enterprise and customer information that bears on the interaction. That's why we choose it as one of our Products of the Year."
"Businesses that leverage the Intelligent Contact Center gain a deeper knowledge of their customers than ever before, a knowledge that can drive anything from marketing and sales initiatives to product and process improvement," said Scott Shute, Autonomy etalk CEO. "At the same time, contact center agents are much more equipped to tackle difficult questions, help customers in a timely manner, and meet high customer service demands."
Autonomy etalk's Qfiniti product line enables the Intelligent Contact Center by delivering technology that captures, organizes, and analyzes contact center interactions across multiple communication channels, including calls and emails. Its real-time agent support solution delivers immediate and relevant information to an agent's desktop based upon the conversation at hand. In addition, Qfiniti provides solutions for managing contact center performance, including call recording for compliance, quality monitoring, agent evaluations and training, and customer satisfaction surveys. This combination gives businesses the ability to balance traditional performance management tools with intelligence-based solutions to gain real business value from the contact center.
The award will be announced in the April edition of Call Center Magazine. For more information on the Autonomy etalk Intelligence 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 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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