AUTONOMY DELIVERS THE FIRST MEANING-BASED MULTICHANNEL CUSTOMER INTERACTION ANALYTICS APPLICATION
Autonomy Explore Identifies, Analyzes and Acts on Critical Patterns Across all Customer Touchpoints Including Contact Center, Web Sites, Mobile Phones and Social Media
GARTNER CUSTOMER RELATIONSHIP MANAGEMENT SUMMIT, LONDON - March 16, 2010 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced the availability of Autonomy Explore, a comprehensive customer interaction analytics application. Autonomy Explore connects to all customer touchpoints including web, contact center, social media and email to deliver a complete understanding of each customer and customer segment, as well as the overall customer-base. Powered by Autonomy's unique meaning-based technology platform, Autonomy Explore enables businesses to automatically understand, act on, and optimize customer patterns, sentiment and intent. As a result, businesses can transcend barriers created by disparate systems, point solutions, and organizational structures in order to increase revenue across existing and new channels.
Autonomy Explore understands both unstructured and structured data gleaned from all direct and indirect touchpoints and analyzes the results to form an all-inclusive voice of the customer. Autonomy Explore enables businesses to connect to and understand literally any type of customer interaction, including audio recordings, website visits, chat threads, survey responses, CRM records, blog posts and responses, product reviews, email and documents, microblog tweets, social media status updates, wiki entries, videos, POS notes, transaction records, news articles, forum comments, mobile applications, self-service applications and traditional media (radio and TV).
Autonomy Explore's comprehensive, meaning-based approach to multichannel customer interactions supports a broad range of business applications, including:
Voice of the customer
Brand reputation management
Cross-channel optimization
Next-generation speech analytics
Customer experience analytics
Customer interaction survey
Real-time topic indexing
Fraud and risk mitigation
Advanced social media monitoring
"Progressive businesses are always looking for better ways to engage their customers and improve upon customer experiences," said Diana Helfenstine, SVP Operations at Telerx, a leading provider of customer care solutions. "Understanding all customer interactions, regardless of source, is the cornerstone to both effective marketing and world-class customer service. Autonomy's solutions enable advanced understanding of customer data and therefore propel customer experience improvements."
Autonomy Explore gives businesses a much more insightful and valuable view of their customers. For instance, the same customer that submitted a complaint to the contact center, searched for products on the company's web properties, and then commented about the company on Twitter, may have expressed different levels of satisfaction and used different terms through each channel. Autonomy Explore detects the evolving sentiment of that customer by analyzing the concepts and patterns communicated across each touchpoint, in order to more effectively engage with that customer as well as other customers from the same segment.
Autonomy Explore includes the following cutting-edge capabilities:
Advanced contextual-based concept understanding - goes beyond keyword-oriented mappings to form a deep understanding of concepts being communicated.
Related concept generation and idea distancing - automatically categorizes concepts in relationship to one another.
Sentiment and vibe analysis - automatically understand the emotion associated with each interaction asset and asset component.
Automated reporting and workflow - robust customizable reporting and distribution.
Idea clouds and cluster map visualizations - insightful visualizations enable simple understanding of results.
Role-dependent views and access - secure access to sensitive data.
Topic trending and automatic concepts - time or duration-oriented topic reporting for mapping against campaign or competitor milestones.
Hot and breaking topics - new concepts delivered uniquely.
With more than 400 available connectors to internal, external and public data sources
"Now more than ever, the ability to create and deliver an effective multichannel strategy translates into a make or break proposition for enterprises," said Toby Bell, Research Vice President at Gartner. "Businesses that can spot and act on patterns across channels fastest stand to drive revenue and gain market share. Likewise, businesses that can draw the connection between a few dissatisfied calls in the contact center and seemingly isolated videos on YouTube can help avert a catastrophic blow to their brands. Compelling solutions are emerging that form a conceptual and actionable understanding of a wide range of customer interactions, enabling businesses to implement a pattern-based multichannel strategy."
"Autonomy Explore is an innovative solution that leverages our core strengths in understanding the meaning of all forms of information, as well as our market-leading web content management and contact center solutions, in order to help businesses develop more engaging and profitable customer relationships," said Andrew Joiner, CEO of Autonomy eTalk. "We have showcased Autonomy Explore at recent customer events around the world and have received rave reviews. Clearly Explore is the right solution for these times, where businesses must adapt across all channels at the same speed as their customers in order to maintain a competitive edge."
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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