AUTONOMY ETALK DELIVERS NEXT-GENERATION RECORDING, COMPLIANCE, AND WORKFLOW MANAGEMENT FOR THE CONTACT CENTER
Updates to the Qfiniti Platform Provide Improved Functionality, Performance and Scalability
Cambridge, UK and Dallas, TX - July 15, 2009 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced enhanced functionality for Autonomy etalk's Qfiniti contact center platform. New functionality includes additional integrations with telephony platforms, improved quality monitoring and performance management, and thin client support, as well as ground breaking capabilities for workflow optimization, compliance and insider theft protection. Through continuous investment in research and development, Autonomy stays on the cutting edge with all its technologies.
New Integrations Expand Recording Capabilities
Autonomy etalk now provides expanded support for a wide range of telephony integrators, including Cisco, Avaya and Genesys, to deliver both contact center and non-traditional recording deployments. Autonomy etalk has expanded software support for third-party system integrators, further committing to its open-systems policy. The Qfiniti platform now supports:
SIP Trunk Side logging for Avaya
High availability logging with the Avaya DMCC Media Streaming interface
SIP Trunk Side logging for the Genesys Customer Interaction Management Platform
Qfiniti Survey support for the Genesys GVP Platform
Performance Management Extends Beyond the Agent
New reports, workflow management, and web survey options are now available to help contact center managers improve agent evaluation and quality monitoring processes. By automatically analyzing evaluation and survey information and feeding that intelligence back into the system, Qfiniti identifies trends at the agent, quality assurance team, and customer levels. This enables contact center managers and company executives to form a deep understanding of performance from multiple angles and allows them to optimize service while driving operations that are in line with corporate strategies. New performance management features include:
Workflow management that tracks and improves the agent evaluation process
Calibration and checkpoint accuracy reports that provide performance monitoring and trending for quality assurance teams
Web Survey functionality that enables contact center managers to create, deliver, and interpret web-based surveys for customer analysis and insight
Web and Third-Party Support Enables Cost-Effective Deployments
All Qfiniti functionality is now available in a thin-client web architecture, a first in the industry. Additionally, Qfiniti now provides enterprises already invested in one or more recording systems with the ability to take full advantage of performance management and analytics functionality. This innovation makes Qfiniti the first contact center platform with the ability to import recordings from third-party recording systems and subsequently index, analyze and search those files, enabling enterprises to maximize the value of their existing information assets.
"Autonomy etalk remains committed to delivering intelligent yet cost-effective solutions for businesses looking to drive strategic contact center operations without hefty maintenance and IT interference," said Jeff Westover, vice president of Autonomy etalk. "By offering a truly thin solution along with the widest range of integrations and proven scalability, we optimize the operations of all our customers, from small contact centers to large, geographically dispersed enterprises."
Autonomy ICE Ensures Compliance and Data Protection
Autonomy Interaction Control Element (ICE) intelligently monitors audio and screen activity and applies compliance and governance to all employee interactions and system activities that are subject to specific policies. In the contact center, Autonomy ICE can automatically mask or mute customer sensitive data for Payment Card Industry (PCI) compliance as well as prevent data loss by alerting compliance officers to potential breaches of information. Further, because Autonomy ICE can be leveraged as a true workflow monitoring tool for the enterprise, it allows departments to optimize business processes while automating legal compliance, information governance, policy management, and data loss protection.
"Autonomy continues to innovate at an impressive pace, and the benefits translate directly to our customers," said Andrew Joiner, CEO of Autonomy etalk. "Autonomy's unique ability to understand the meaning behind every piece of information, from third party contact center systems to PCI data enables us to deliver some truly unique solutions. For instance, no other company can solve the challenges of insider theft protection and data breaches the way we do. As a result, companies from every industry are turning to Autonomy to implement solutions that help them minimize losses as well as capitalize on the learnings from high employee productivity processes."
Please visit www.etalk.com to learn more about the Autonomy etalk solutions.
About Autonomy
Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, spearheads the Meaning Based Computing movement. It was recently ranked by IDC as the clear leader in enterprise search revenues, with market share nearly double that of its nearest competitor. Autonomy's technology allows computers to harness the full richness of human information, forming a conceptual and contextual understanding of any piece of electronic data, including unstructured information, such as text, email, web pages, voice, or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including pan-enterprise search, customer interaction solutions, information governance, end-to-end eDiscovery, records management, archiving, business process management, web content management, web optimization, rich media management and video and audio analysis.
Autonomy's customer base is comprised of more than 20,000 global companies, law firms and federal agencies including: AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler AG, Deutsche Bank, DLA Piper, Ericsson, FedEx, Ford, GlaxoSmithKline, Lloyds TSB, NASA, Nestlé, the New York Stock Exchange, Reuters, Shell, Tesco, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. More than 400 companies OEM Autonomy technology, including Symantec, Citrix, HP, Novell, Oracle, Sybase and TIBCO. The company has offices worldwide. Please visit www.autonomy.com to find out more.
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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