Quelle.Contact, a Division of Arcandor Group, the German Market Leader for Online and Mail-Order Shopping, Enhances Customer Satisfaction With IDOL
CAMBRIDGE, England and SAN FRANCISCO , September 10 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced that Quelle.Contact, the third largest contact center service provider in Germany handling over 80 million customer contacts annually, has chosen Autonomy to power its new Content Management System (CMS). At the click of a button, Autonomy will now provide real-time, targeted access to over five million documents to Quelle.Contact's 2,500 plus agents across the world.
One of the largest and most innovative contact centers in the German market, Quelle.Contact chose Autonomy's unique Meaning-based Computing technology for conceptual retrieval and hyperlinking of information including electronic catalogues, purchasing and marketing information, as well as video content. Quelle.Contact operators will now be able to find pertinent information instantaneously from the organisation's extensive catalogues, which also combine data from family companies, such as Quelle, from one single access point. Quelle.Contact is constantly looking for ways to improve customer experience and through Autonomy, customers will be provided with extensive, pertinent advice and support on products and offers. The system will operate across Quelle.Contact's 14 global locations.
"At Quelle.Contact, we pride ourselves on innovation and are constantly striving to enhance our customer's experience. With more than six million customer queries each month, we needed a reliable, scalable solution to provide real-time agent support and an improved level of customer service. Autonomy's market-leading software will help ensure that our targets for top of the range customer satisfaction are met," commented Nicole Neuss, IT manager of Quelle.Contact.
"Autonomy's Meaning-based Computing technology naturally lends itself to the fast paced, customer-focused eCommerce environment where understanding what a customer wants and immediately matching that with relevant information on products is crucial. We are delighted to be working with Quelle.Contact to reduce its call times and increase customer satisfaction," said Mike Lynch , CEO of Autonomy.
The Quelle.Contact group is a service enterprise of the German based Arcandor Mail Order Division. Quelle.Contact is among the top 3 service providers, has 5,000 employees and offices in 14 locations in Germany , Denmark and Turkey .
The company manages the service portfolios of client companies' various lines of business and provides complete customer service processing, including classic customer contact tasks and competence areas such as specialized product consultation service and finance, and demand management. Quelle.Contact handles more than 80 million customer contacts per year.
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.