BIOLAB UTILIZES AUTONOMY ETALK CALL RECORDING AND QUALITY MONITORING
etalk's Intelligent Contact Center Solutions Support BioLab's Customer Service
Dallas, TX and Cambridge, UK - March 18, 2008 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that BioLab, a Chemtura company, has implemented Autonomy etalk solutions over the last year, replacing its existing systems in the contact center. BioLab has implemented etalk's call recording and agent performance evaluation solutions to enhance productivity and customer support in its contact center.
BioLab is a leader in providing solutions for recreational water treatment and home cleaning. BioLab's contact center handles support calls for more than 20 brands of pool and spa products, requiring agents to provide timely and consistent service to the organization's numerous clients.
"The Autonomy etalk solution is a wonderful asset to the BioLab team, as it enables managers to provide agents with the mentoring and development they need to improve their overall performance, from soft skills to first-call resolution rates. It is extremely important to us that the contact center is a valuable resource for our clients, and with this tool, BioLab can more effectively monitor, evaluate, and enhance the service our customers receive," said Brian Teany, director of Business Operations Management, Chemtura.
"Biolab is dedicated to providing its customers with a high level of service, and we are thrilled that Autonomy etalk was installed to help in its efforts to enhance call quality and contact center performance," said Scott Shute, Autonomy etalk's chief executive officer.
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 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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