AUTONOMY CHOISI PAR CAPGEMINI TELECOM MEDIA DEFENSE SAS COMME PARTENAIRE PRIVILEGIE D'ANALYSE DE CONVERSATION
Les solutions de gestion des interactions client Autonomy permettront aux clients de Capgemini Telecom Media Défense SAS de bénéficier d'une amélioration du suivi de la qualité et des services clients.
Paris, le 19 Aout 2008 - Autonomy, leader mondial sur le marché de l'infrastructure d'entreprise, annonce aujourd'hui le renforcement de sa collaboration avec Capgemini Telecom Media Défense SAS - l'entité française du secteur « Telecom, Media & Entertainment » - du groupe Capgemini, un des leaders mondiaux du conseil, des services informatiques et de l'infogérance. Autonomy en devient ainsi le partenaire privilégié pour l'analyse de conversations enregistrées, l'optimisation du service client et les solutions de gestion des centres de contact. Capgemini Telecom Media Défense SAS va mettre à disposition de l'ensemble de ses clients la solution etalk Qfiniti Enterprise et agrandir son équipe de spécialistes de cette solution pour répondre au mieux aux demandes croissantes de suivi de qualité et d'amélioration des services clients.
La solution Autonomy a été sélectionnée par Capgemini Telecom Media Défense SAS pour sa capacité à saisir et analyser le sens des interactions avec les clients et à favoriser la remontée d'informations pertinentes - automatiquement et en temps réel - dans toute l'entreprise. En fournissant une recherche conceptuelle par mot et par phrase, cette solution d'analyse des interactions permet aux différents services de l'entreprise de produire automatiquement des informations et des idées sans nécessairement parcourir manuellement les emails, les conversations par messagerie instantanée ou réécouter les conversations enregistrées.
etalk Qfiniti Enterprise fournit une plateforme unique et flexible qui couvre tous les besoins clés en matière d'accès à l'information et de gestion des risques et de la qualité. Combinée aux outils Autonomy d'évaluation de performance, d'e-learning, de suivi de qualité et d'enquêtes client, ces solutions améliorent la productivité et la profitabilité des centres d'appel et services clients. Cette annonce fait suite à différentes collaborations réussies avec plusieurs clients de Capgemini Telecom Media Défense SAS en France.
« Les services étant de plus en plus centrés sur les besoins des clients, nous observons une demande croissante en outils d'analyses d'interaction clients et de gestion des performances », commente Eric Zimmermann, Directeur de Projet au sein de Capgemini Telecom Media Défense SAS. « La solution Autonomy nous permet d'offrir à nos clients un outil d'analyse performant et fiable mais également personnalisé, adaptable et innovant, associé à une connaissance approfondie du secteur et une forte réactivité. »
« Nous sommes heureux d'être le partenaire d'une société aussi innovante que Capgemini, qui s'engage à fournir à ses clients des solutions toujours plus performantes, leur permettant de rester compétitifs », déclare Emmanuel Meriot, Directeur Général d'Autonomy France. « Nous sommes conscients de l'importance de nos partenaires et leur rôle dans notre succès et nous avançons en ce sens avec Capgemini ».
A propos d'Autonomy :
Autonomy Corporation plc (LSE : AU. ou AU.L) est le leader mondial sur le marché du logiciel d'infrastructure d'entreprise et des technologies dites de « Meaning-Based Computing ». La technologie Autonomy permet la compréhension conceptuelle et contextuelle de toutes les données électroniques y compris les informations non structurées, qu'il s'agisse de données texte, emails, voix ou vidéos. Le logiciel Autonomy démontre son efficacité dans tous les domaines stratégiques d'une organisation : accès à l'information, IE, CRM, KM, solutions pour centres de contacts, gestion de contenus multimédias, solutions de conformité et traitement des litiges et applications de sécurité. Il est reconnu par les analystes comme le leader du marché professionnel de la recherche d'information.
Autonomy compte, parmi ses clients, plus de 17 000 entreprises et organisations internationales, parmi lesquelles en France : Bibliothèque Municipale de Lyon, EDF, France 24, Louis Vuitton, Société Générale, Essilor, M6, Nestlé, Renault, SFR et Vigeo. Autonomy collabore avec plus de 350 partenaires OEM et 400 VAR et intégrateurs comptant de grandes entreprises telles que BEA, EDS, IBM Global Services, Novell, Vignette, Symantec et Sybase. La société possède des bureaux dans le monde entier.
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