CAMBRIDGE, England and DALLAS, Texas , May 13 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today acknowledged two of its customers, The Church Pension Group and Embarq Corporation (NYSE: EQ), with the Commitment Awards for Achievement in Quality Monitoring Excellence at the 2008 Autonomy etalk Users Conference. The Autonomy etalk Commitment Award winners have been chosen on the basis of their dedication to customer service quality optimization, following a comprehensive assessment of all key quality monitoring variables, including program purpose, evaluation guidelines, call quality metrics, frequency of monitoring, calibration methods, and feedback.
According to Angie Kirk , Vice President of Customer Engagement for the Church Pension Group, "Gathering the voices of our valuable clerics, lay members and employee benefit administrators and developing a comprehensive feedback loop are critical to the success of our mission. With the etalk solution, we're able to develop a quality monitoring program that reinforces the positive behaviors of our customer engagement teams that ultimately improves the overall customer experience."
The etalk Intelligent Contact Center provides the ability to capture, share, and analyze the critical data that flows through the contact center. Autonomy etalk provides a platform for multi-channel interaction analysis, real-time agent support, and contact center performance management solutions, including compliance recording, quality monitoring, agent coaching and evaluations, and customer surveys. With automated processes, intuitive enterprise search, and advanced analysis, Autonomy etalk delivers relevant and accessible intelligence that enables businesses to understand the meaning of customer interactions and enhance customer-driven business strategies across the enterprise.
"In the highly competitive telecommunication services industry, delivering high quality customer services is what sets us apart from our competition," said Laura Ondriezek , Senior Operations Manager of Embarq Corporation. "With the help of the etalk solution and services, we strengthened our program to gather the voices of our internal customers, including our front-line agents and supervisors and many others. We strongly believe that by creating a closed loop process to communicate internal and external feedback to the rest of the organization with firm action plans, we will deliver the highest customer satisfaction, retaining the loyalty of our customers in all 18 states in which we operate."
"It is our honor to recognize the Church Pension Group and Embarq for their outstanding quality monitoring programs," said Roger Lee , Director of Consulting Services of Autonomy etalk. "Both of these companies have consistently demonstrated their commitment in delivering customer satisfaction with executive management sponsorship and support. We are proud to be a part of their solutions."
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.