CAMBRIDGE, England and DALLAS , September 21 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that industry analyst group Gartner, Inc. has given Autonomy etalk a "Strong Positive" rating in the recently released 2007 MarketScope for Contact Center Quality Management report(1). Autonomy etalk was one of more than 14 vendors evaluated for the report and received the highest ranking possible, "Strong Positive".
The Gartner evaluation criteria for the MarketScope were driven by several key areas spanning from the vendor's viability and product capabilities to their support infrastructure and geographic representation. Other decisive factors included the experience of the vendors' customers and the product strategy. According to Gartner, the role and scope of contact center quality monitoring (QM) are evolving to make it a more strategic enterprise investment. Combined with the steady growth of the market, Gartner has defined the QM market as positive.
According to this report, "The importance of contact center quality programs has been enhanced due to the recent corporate strategy changes that are placing an increased emphasis on the customer experience and growth. The contact center is viewed within many organizations as a key enabler of this and consequently the performance of agents is a critical factor."
Autonomy etalk's solutions enable the Intelligent Contact Center, which allows organizations to capture, analyze, and share data between the contact center and the rest of the enterprise. Unlike the other available solutions in the market today which currently only support audio analysis, etalk offers industry-first interaction analytics capabilities that support multiple channels, such as email and chat as well as audio. Autonomy etalk leverages a combination of speech analytics and the patented IDOL platform to intelligently process and analyze every interaction in the contact center - including call recordings, text, email, and chat - to uniquely allow computers to form a human-like understanding of this unstructured information. This allows organizations to gain a much deeper understanding of customer needs, behaviors, and intentions to deliver value across the enterprise.
"We believe that our commitment to our global client base, the significant advancements of our technology, and our strong financial growth are key contributors to this rating," said Scott Shute , Autonomy etalk's chief executive officer. "The contact center is an organization's most strategic asset. Its growing needs will continue to drive the development of our innovative technologies to deliver enhanced customer experience and help companies leverage the intelligence that results from these interactions."
Autonomy etalk's Qfiniti Enterprise platform delivers multi-channel interaction analysis, real-time agent support, and contact center performance management solutions, including call and desktop recording, agent training and evaluations, and customer surveys, to help organizations achieve better customer support, enhanced performance, and more effective business operations.
For more information on Autonomy etalk, please visit http://www.etalk.com.
About the MarketScope
The MarketScope is copyrighted, 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.