Autonomy etalk Revolutionizes Customer Interaction Analysis

DALLAS , August 6 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced it is revolutionizing the ability to analyze contact center interactions through a...


DALLAS , August 6 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced it is revolutionizing the ability to analyze contact center interactions through a unique combination of innovative speech technology and multi-channel interaction analysis software. A cornerstone of the Intelligent Contact Center, these capabilities enable organizations to gain a more granular understanding of their customers and quickly understand the trends and issues that could have a profound effect on the business.

By understanding the concepts contained within all interactions, whether conducted over the phone, in email, chat or the web, and by grouping together related concepts, Autonomy etalk is able to quickly uncover emerging trends and alert contact center supervisors and managers. Autonomy etalk can also provide visual representations such as cluster maps and trend graphing to help managers gain a holistic, easy to understand view of the information. These advanced analytics capabilities are unique to Autonomy etalk.

"Autonomy etalk's new trend identification and clustering solution finds the insights and opportunities embedded in customer communications," says Donna Fluss, president of DMG Consulting LLC. "Enterprises can use this solution to identify ongoing, new and critical operational, service and sales opportunities and challenges."

Autonomy etalk analyzes recorded conversations and other communication channels such as emails and web, and provides breaking trends on new topics and concepts. This technology works by first using speech analytics to process and analyze recorded calls in the contact center, and then leverage Autonomy's patented IDOL platform to uniquely allow computers to form a human-like understanding of this unstructured information.

"There is too much customer information coming into a business from too many sources for a company to realistically keep up with everything that's being communicated by their customer base," said Scott Shute , chief executive officer (CEO), Autonomy etalk. "Trend detection and analysis simplifies this task by showing common threads of communication that could reveal product defects, fraud or competitive intelligence before issues bubble up to legal action or lost clients."

Clustering displays customer communication information in a two dimensional map which allows the visualization of similarity and differences. Results are ranked by conceptual similarity, which is essential to locating calls or emails that share the same meaning, even when they contain different keywords. These concepts are displayed in a visual cluster map giving organizations a quick and easy way to uncover customer intelligence.

Combined with trend graphs and advanced tools such as sentiment analysis and automatic categorization, this innovative technology enables a more complete understanding of behaviours and preferences among an organization's customer base. Additionally, it contributes significantly to an organization's efforts to find and manage calls for such purposes as industry compliance, legal discovery, customer disputes, and fraud detection.

These revolutionary features are embedded in Qfiniti Explore, which is a key component enabling the Intelligent Contact Center. The Intelligent Contact Center makes it possible for organizations to capture, share, and analyze critical structured and unstructured data that flows through the contact center, allowing the bi-directional sharing of that data with the rest of the enterprise. In addition to multi-channel interaction analysis, the Intelligent Contact Center is comprised of real-time agent support and contact center performance management solutions such as recording, coaching and training, and automated surveys. For more information on the Intelligent Contact Center, please visit www.etalk.com.

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