• January 25, 2007
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

Autonomy Offers Order From Chaos

Autonomy yesterday unveiled the latest technology to come from its acquisition of etalk, introducing Intelligent Contact Center, a contact center analytics and performance management solution. With the releases Autonomy extends its etalk Contact Center portfolio to include intelligence-based functions that include multichannel interaction analysis and real-time agent support. This latest offering reflects Autonomy's vision for helping companies make the contact center an overall piece of enterprise, says Scott Shute, president and CEO of Autonomy etalk. "The contact center is a great source of information and business insight, but has been traditionally siloed from the rest of the enterprise. Intelligent Contact Center takes the various forms of data, formats it, and brings it together into a single source that can be searched to gain meaningful data." Intelligent Contact Center provides end users the ability to capture, share, and analyze varying formats of data, including text, email, messaging, audio, and video. Specifically, multichannel interaction analysis can capture and processes either structured or unstructured format and use segment analysis to identify callers with heightened emotion to respond appropriately. Voice analysis can be performed alongside email, chat, and IM, while automatic call categorization allows end users to identify trends, all functionality that many call centers are looking for, says Jim Davies, a principal analyst at Gartner. "Enterprises are looking for ways to extract real business value from the contact center by leveraging it to gain greater insight into customer attitudes, behaviors, and trends," Davies says. At the same time, Davies says, contact centers are becoming increasingly complex, now that they're "handling multiple types of interactions with customers. Being able to process and analyze all of those interactions enables a more holistic understanding of the customer experience." In addition to the analysis functionality, Intelligent Call Center also has real-time agent support, enabling real-time delivery of relevant intelligence directly to a CSR's desktop, and contact center performance, which gives the solution call recording, quality management and compliance, e-learning, and surveys. In addition to and on a similar note as yesterday's announcement, Autonomy released Meaning Analytics Warehouse, a new data warehouse module that performs bulk analysis and mining of the information contained in enterprise data, including video, voice, email, applications, and databases. The new module will provide insight into information stored in silos across an enterprise by indexing, transforming, and analyzing information based on concepts, context, and patterns contained within the information. "Our philosophy is focused on deriving meaning from the vast amounts of data that resides in organizations and then presenting that data to BI and other key applications to deliver business insight," said Mike Lynch, CEO of Autonomy, in a written statement. Related articles: The Why Factor in Speech Analytics
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