AUTONOMY ETALK HELPS INOVIS BOOST FIRST CALL RESOLUTION
Inovis Uses etalk Call Recording and Coaching to Enhance Client Services
Dallas, TX - January 8, 2008 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that Inovis has used Autonomy's Intelligent Contact Center solutions to improve support staff training, resulting in a double digit increase of Level One Service request closures within a six-month period. Inovis, a leading provider of on-demand Business Community Management solutions, has installed Autonomy etalk's call recording, agent performance evaluation, and speech analytics solutions to enhance the quality of client interactions. In part due to the Autonomy solutions, Inovis has been able to achieve the goal of providing solutions to customers at first touch.
Inovis has leveraged Autonomy etalk's voice and screen recording capabilities for coaching and in 'best practices' training for new hires and existing agents. By capturing customer interactions to use as examples of successful client engagements, Inovis has improved the way its agents handle customer calls and shifted support resources in a more cost-effective direction.
"A focus on first call resolution is important to ensuring our clients are confident in the services Inovis provides. By rethinking the way our first line support handles calls, we are able to more quickly resolve our clients inquiries, and Autonomy etalk has allowed us to do that much more effectively," said Vicki Sewell, senior vice president, Client Services and Customer Support, Inovis.
"We are very pleased to have such a successful partnership with Inovis and be a key part in supporting its client service initiatives," said Scott Shute, Autonomy etalk's chief executive officer. "Inovis has a strong commitment to its customer base, which is clearly reinforced by its investment in innovative contact center technology and processes."
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, including tools for call recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys. For more information on the Intelligent Contact Center, please visit www.etalk.com.
About Inovis
Inovis is a leading provider of on-demand Business Community Management solutions that empower companies to transact, collaborate and optimize communications with their entire trading community. By standardizing and automating mission-critical business interactions, companies can dramatically reduce the complexity and cost of supply chain communication. This foundation of high-quality, reliable and secure connectivity provides real-time visibility across the order-to-payment lifecycle. The resulting actionable intelligence enables users to proactively address supply chain issues before they impact profitability, shortening cycle times, improving productivity and increasing customer satisfaction.
With more than 20 years of expertise, Inovis delivers its products and services to more than 20,000 companies over a wide range of industries and markets across the globe. For more information, visit www.inovis.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, information risk management solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.
Autonomy's customer base comprises of more than 17,000 global companies and organizations including: 3, ABN AMRO, AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, 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 400 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Satyam, Sybase, Symantec, TIBCO, Vignette and Wipro. The company has offices worldwide.
The Autonomy Group includes: ZANTAZ, the leader in the archiving, e-Discovery and Proactive Information Risk Management (IRM) markets; Cardiff, a leading provider of Intelligent Document solutions; etalk, award-winning provider of enterprise-class contact center products, Virage, a visionary in rich media management and security and surveillance technology and Meridio, a leading provider of records management software.
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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