AUTONOMY ETALK HELPS OMNI HOTELS' RESERVATIONS TEAM ACHIEVE OPTIMAL CUSTOMER SATISFACTION SCORES
Quality Monitoring Solution Supports Omni's Leading Customer Service Practices
Dallas, TX - June 26, 2007 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that its Intelligent Contact Center solutions deployed at Omni Hotels have further enhanced the luxury hotel company's customer satisfaction scores for the reservation process. After deploying the Autonomy system, Omni's internal tracking measured an all time high over a four-year period. By automating key monitoring functions, Autonomy etalk's recording and evaluation products have enabled Omni to increase its ability to improve interaction between the reservation sales associates and customers.
"Even with Omni's exceptional reputation for service, we are always striving to improve guest interaction," said Tom Faust, vice president for sales and distribution for Omni Hotels. "We've been thrilled with the increased focus on customer service that Autonomy etalk has enabled, helping to ensure that guest communications is exemplary."
Omni Hotels installed Autonomy etalk's Qfiniti Observe call and desktop recording and Qfiniti Advise evaluation software in mid-2006 at their reservations center in Omaha, Nebraska to use for quality monitoring. The solutions have helped identify opportunities for increased training as well as provide a vehicle for customer dispute resolution. By reviewing the recorded interactions, Omni has been able to identify and deliver coaching that has helped reservations associates enhance customer dialogue and also improve their ability to offer special packages and upgrades. Beyond the improved communications, the system has led to an increase in average revenue per phone call.
"We are honored to have contributed to Omni's success delivering world-class customer service," said Scott Shute, chief executive officer of Autonomy etalk. "By enabling an Intelligent Contact Center, we believe organizations like Omni will continue to surpass customer expectations."
The Intelligent Contact Center makes it possible for 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. This is accomplished through a combination of multi-channel interaction analysis, real-time agent support and contact center performance management. For more information on the Intelligent Contact Center, please visit www.etalk.com.
About Omni Hotels
Omni Hotels was recently ranked "Highest in Guest Satisfaction Among Upscale Hotel Chains" in the J.D. Power and Associates 2006 North America Hotel Guest Satisfaction Study(SM) for the second year in a row. The brand creates compelling, memorable guest experiences by tempting the senses in innovative ways, surrounding them with a balanced blend of scents, sounds, sights, textures and tastes. Omni Hotels offers luxury accommodations at 40 hotels and resorts in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic business settings, each location features four-diamond services, including award-winning signature restaurants, Wi-Fi connectivity and unique fitness options. Omni's mission for total customer service is further supported by its "Power of One" program that empowers associates to make on-the-spot decisions to meet or exceed guest expectations. Guests can locate hotels and book accommodations by visiting www.omnihotels.com or by calling 1-800-THE-OMNI.
* The study is based on responses from 42,211 guests who stayed in a hotel between January and June 2006. Thirteen upscale hotel chains were ranked in the study. www.jdpower.com.
About Global Hotel Alliance
Global Hotel Alliance currently comprises 7 luxury brands encompassing 153 upscale and luxury hotels with over 46,000 rooms in 39 different countries. Each brand is a key player in their main region of operation: Kempinski in Europe, Omni in North America, Pan Pacific in the Pacific Rim, The Leela Group in India, Dusit in Thailand, Landis in Taiwan and China, and Marco Polo in China and Hong Kong. GHA will continue to grow to include selected hotel brands in those regions not currently covered by the alliance. www.globalhotelalliance.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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