Unitrin Direct Implements Autonomy etalk Solutions for Quality and Risk Management

CAMBRIDGE, England and DALLAS, Texas , June 4 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that Unitrin Direct, a leading automobile...


CAMBRIDGE, England and DALLAS, Texas , June 4 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that Unitrin Direct, a leading automobile insurance provider, has implemented Autonomy etalk's Intelligent Contact Center solutions across multiple locations to manage quality assurance and liability in the company's sales, service, and claims centers. The Unitrin Direct deployment includes solutions for voice and screen recording, agent performance evaluations, customer surveys, and speech analytics.

Unitrin Direct is a customer-driven company that offers insurance in 25 states and is part of a Unitrin family of companies that has more than six million policyholders and $9 billion in assets. As a direct-to-customer organization, Unitrin Direct enables consumers to purchase automobile insurance on its external website or via its customer contact center. Customers can also pay their bills, make policy changes, review claims, and perform a variety of other tasks through these customer service channels.

Unitrin Direct utilizes Autonomy etalk recording technology for both selective recording for quality assurance and 100 percent call logging for risk and liability management. As customer interactions frequently contain detailed insurance information, it is vital that Unitrin Direct has the ability to maintain records of sales and service calls as well as any interactions that include requests such as policy changes or insurance claims.

"Autonomy etalk enables us to record and archive all of the calls made to and from our sales and service departments, which is a must-have in our industry," said Scott Lucas , director of Telecommunications for Unitrin Direct. "With this ability, we can ensure both accountability and service to our clients and to the businesses we interact with on a daily basis."

"Reliable interaction recording and management is a necessity in an industry with an elevated level of legal risk," said Scott Shute , CEO, Autonomy etalk. "By incorporating tools like Autonomy etalk's speech analytics, Unitrin Direct has a powerful solution to quickly find the most relevant recorded interactions for such liability issues as sales verifications and customer disputes."

Autonomy etalk's 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. This is accomplished through a combination of multi-channel interaction analysis, real-time agent support and contact center performance management, including tools for interaction recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys. For more information on the Intelligent Contact Center, please visit http://www.etalk.com.

About Unitrin Direct

Unitrin Direct is dedicated to providing its customers with outstanding service and quality coverage at competitive prices, making auto insurance simple by offering people the choices they want with the convenience they deserve. The Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc. (NYSE:UTR) in Chicago and part of the Unitrin family of companies that has over six million policyholders. The Unitrin Direct companies offer affordable automobile insurance in Arizona , California , Colorado , Connecticut , Florida , Georgia , Illinois , Indiana , Iowa , Kentucky , Maryland , Michigan , Minnesota , Missouri , Nevada , New Jersey , New York , Ohio , Oregon , Pennsylvania , South Carolina , Texas , Virginia , Washington and Wisconsin . To get a free auto insurance quote, visit http://www.UnitrinDirect.com or call +1-800-642-5254.

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