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.
Summary: ...both improving customer satisfaction and reducing call costs. Progress will further utilize Qfiniti Explore to ensure agents are referring customers to revenue-generating channels such as online tools, insurance programs and additional services in order to transform the contact center into a profit center...
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Summary: ...enhancing customer loyalty. Notes Allison Haug, head of Internet & intranet strategic services at KeySpan, “As a utility, KeySpan is very aware of the need to reach out to its customers. The Internet is an ideal channel to do this because we can provide customers 24/7 access to services such as bill...
Summary: ...digestible, and our early results are proving that this is the best approach for a site like ours.” Building on Success with Increased Testing The cumulative impact of its ongoing relationship with Autonomy Optimost has convinced ThomasNet of the value of continued testing. “The longterm benefit of...
Summary: ...Practices With Explore, Garlands can combine measurable data such as talk times and sales revenue with the ability to understand what causes certain customer and employee behaviors in order to make better decisions for the business. By understanding the reasons behind calls and the way those calls are...
Summary: ...sectors, including over 75% of the FTSE 100, most major government departments and agencies and over 100 of the UK’s top 150 Public Relations agencies. Precise monitors and assesses the impact of PR and communications activity across all media channels, including press, online, broadcast and social...
Summary: ...Autonomy's customer base is comprised of more than 20,000 organizations, including Adidas, Allstate, the American Medical Association, AT&T, Avaya, Bank of America, BT, Channel 4, Delta Air Lines, Discovery Communications, FedEx, Ford, Konica Minolta, Lenovo, McAfee, Qantas Airways, Schneider Electric,...
Summary: ...interactions. Autonomy's customer base is comprised of more than 20,000 organizations, including Adidas, Allstate, the American Medical Association, AT&T, Avaya, Bank of America, BT, Channel 4, Delta Air Lines, Discovery Communications, FedEx, Ford, Konica Minolta, Lenovo, McAfee, Qantas Airways, Schneider...
Summary: ...interactions in order to gain comprehensive insight into call trends without having to manually sift through all of their recorded interactions. The Solution Orange chose the Qfiniti Solution suite, including Qfiniti Observe, Advise and Explore, to efficiently monitor recorded interactions for contact...
Summary: ...to optimize marketing across multiple channels to drive business growth. Marketers can now take a proactive and automated approach for identifying emerging customer segments and determining the most effective way to market to them, including the most optimal product recommendations, promotional offers,...
Summary: ...INA Case Study - Invoice Scanning and Archiving. Case Study INA – Invoice Scanning and Archiving The Customer INA is a vertically integrated oil and gas company operating in oil and gas exploration and production, refining and marketing of oil products. Its subsidiaries are engaged in LPG business,...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...Autonomy Explore Product Brief. Autonomy Explore Multichannel Customer Interaction Analytics Autonomy Explore is a comprehensive interaction analytics application which connects to all customer interaction touchpoints, to deliver a complete understanding of each customer, customer segment and the entire...
Summary: ...now leverage technology to view interactions collectively, independent of channel or touchpoint, for a comprehensive picture of their customer interactions and relationships. Moving beyond disparate customer interaction data is the first step in becoming channel-agnostic, to identify the true insights...
Summary: ...data • Support for all telephony interfaces including Avaya, Alcatel, Genesys, Nortel, Cisco, Aspect, Siemens, NEC, Ericson and more Interaction Analysis Autonomy’s unique solution forms an understanding of the patterns and relationships that emerge within spoken and text interactions to derive intelligence...
Summary: ...Autonomy Interwoven - Multichannel Optimization Product Brief. Highlights • Captures customer interactions across all communication channels, helping companies optimize and modify marketing strategies • Records and processes interactions and data regardless of format, language, or source • Analyzes...
Summary: ...dealing with an enterprise via an online channel.” —Forrester Research Key Differentiators • Profiles visitors based on interactions across all customer touchpoints • Automatically generates customer segments based on the understanding of historical and realtime information • Matches visitor...
Summary: ...through the Qfniti Enterprise Solution Qfiniti Enterprise delivers a unified, centrally managed platform for multi-channel interaction analysis, real-time agent support, and contact center perf-or mance management. By providing tools to capture, analyze, and share critical business interactions, this...
Summary: ...to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey...
Summary: ...Link Map is invaluable in eliminating the gaps between custodians and understanding the flow of communication. This powerful visualization tool allows legal teams to quickly identify communication patterns, understand social communities, and create a relationship map of contact points, including phone...
Summary: ...impact business in real-time, such as buying patterns or developing opinions • Delivers targeted content to customers for increased retention and satisfaction rates by leveraging social media insight • Performs real-time sentiment analysis on a granular level • Protects brand reputation by automatically...
Summary: ...to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey...
Summary: ...including Symantec, Citrix, HP, Novell, Oracle, Sybase and TIBCO. The company has offices worldwide. Please visit www.autonomy.com to find out more. Part of the Qfiniti Enterprise Solution Qfiniti Enterprise delivers a unified, centrally managed platform for multi-channel interaction analysis, real-time...
Summary: ...of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey - Integrated customer satisfaction...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...Analysis – Search results can be refined based on heightened emotion during a call. Sentiment analysis can help identify angry callers, heightened stress levels, or other emotional factors that may affect customer satisfaction. Sentiment analysis can help agents identify and respond to emotional customers,...
Summary: ...interactions for your organization. Multichannel Customer Interaction Strategy 3 Multichannel Customer Interaction Strategy Regardless of how individuals engage with your brand, you will need to determine how to capture and process the data from all those interactions before you can analyze them for patterns...
Summary: ...uncover trends and related content, Explore enables organizations to improve performance throughout the business. Part of the Qfiniti Enterprise Solution Qfiniti Enterprise delivers a unified, centrally managed platform for multi-channel interaction analysis, real-time agent support, and contact center...
Summary: ...officers to potential threats or data privacy violations so they may act immediately to mitigate risk and ensure regulatory compliance. 7 Autonomy Speech Analytics Multi-Channel Interaction Analysis In addition to speech information, Meaning Based Computing can be applied to other electronic forms of...
Summary: ...Printing Infomercials Broadcast/ Fulfillment Direct Response Firms PostProduction Cable/ TV Networks A NETWORK OF SUPPLIERS TRANSFORMS MARKETING GOALS AND STRATEGIES INTO MULTICHANNEL COMMUNICATIONS, TARGETING KEY CUSTOMER TOUCHPOINTS noisy MediuM distorts strA teGy Each entity with its respective channel...
Summary: ...Qfiniti Assist uniquely utilizes voice recognition technology to analyze the conversation between the agent and the customer as it progresses. By creating relationships between terms and identifying textual patterns, Assist develops a conceptual understanding of the conversation and automatically returns...
Summary: ...types of interactions during a specific time frame, track historical trends, and profile customers based on their interests. This helps contact center managers and interactive marketers take immediate and strategic action that responds to specific sentiments, behaviors, or competitive offers in order...
Summary: ...interface also allows users to track the progress of evaluation scores, customer survey results, and eLearning modules. Figure 5: Hosted Archive Part of the Qfniti Enterprise Solution Qfniti Enterprise delivers a unifed, centrally managed platform for multi-channel interaction analysis, real-time agent...
Summary: ...on everything from transaction history to cross-channel interactions, user generated content, customer and community behavior, as well as third party content—and act on that knowledge to deliver the best performing, most accurate, and relevant content to each individual visitor. Automatically. 2 Bringing...
Summary: ...and format, and ensure an unprecedented level of efficiency and consistency. For example, an online vendor can analyze the patterns in buyers’ behaviour both from a loyalty card system and the online reviews entered by customers and do it all automatically and in real-time. A multi-channel user experience...
Summary: ...for addressing the unique requirements of structured information delivery to achieve next generation Web self-services channels. ❚ Customers use Actuate to deliver information in context to users inside and outside the firewall as performance management, customer interaction, managed spreadsheet and...
Summary: ...all systems Personalization Provide visualization tools for richer browsing experience 2D and 3D clustering Understand the sentiment of products and features to detect trends and patterns Realtime sentiment analysis Autonomy employs a pattern-matching technology to enable marketers to:
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This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
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