'Zero-touch' Deployment Simplifies Contact Centers Ability to Safely Share and Monitor Customer Interactions
CAMBRIDGE, England and DALLAS , Texas, February 19 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced the immediate availability of Qfiniti Web Access, an enhanced secure and robust thin-client user interface for accessing its etalk Intelligent Contact Center solutions suite. With no client-side software required, Qfiniti Web Access eliminates the time-consuming installation for user access, and extends customer service compliance and quality management to globally distributed offices and external business partners in the most cost-effective manner.
Qfiniti Web Access provides remote users with direct access to search and playback contact center voice and screen recordings and perform agent performance evaluations from a web-enabled browser, regardless of location or language spoken. This solution employs business rules-based permission settings and security features such as HTTPS, data encryption, and client-side certificates to ensure only authorized users have access to contact center information. Qfiniti Web Access, along with the entire Qfiniti suite, automatically detects the agent or user's language in the browser and displays the interface in more than 15 languages.
"Tools like Qfiniti Web Access are essential in an industry where operations are often distributed among multiple sites and sources. Qfiniti Web Access provides an alternative for companies that need to expand the scope of the contact center and incorporate other business units into compliance or quality assurance management," said Scott Shute , CEO of Autonomy etalk.
Qfiniti Web Access enables users to search for and play back the recordings through their Internet or Intranet connection. Users can complete agent evaluation scorecards, attach classification, recording, or coaching notes, and leverage integrated question-branching functionality for root-cause analysis. This allows users to more easily share contact center data with senior management or business partners, as well as leverage the recordings in training rooms, and connect remote employees.
Autonomy etalk's Intelligent Contact Center makes it possible for organizations to capture, share and analyze critical structured and unstructured data that flow 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 call recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys.
For more information on the Intelligent Contact Center, please visit http://www.etalk.com.
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.