• August 2, 2006
  • By Coreen Bailor, (former) Associate Editor, CRM Magazine

E-Learning for the Enterprise

Call recording and analytics solutions provider etalk has unveiled the latest version of its e-learning tool, Qfiniti Expert 3.0. The offering marks the first Qfiniti Expert release to incorporate integrated functionality from enterprise infrastructure software vendor Autonomy, which acquired etalk in 2005. The new release is available now. Qfiniti Expert 3.0 leverages Autonomy's search capabilities, providing agents with the necessary tools to learn new concepts while at their desks, and quickly access that content while handling customer queries. Perhaps the biggest challenge with e-learning today is that most companies assume that agents will receive e-learning programs, learn the information, and never have to go back to it again, according to Matt Storm, product manager at etalk. "But we don't learn everything the first time," he says. "Qfiniti Expert provides a way for agents not to only see the information and learn it through e-learning, but it also puts it on the agent desktop where the agents can also refer to it and search through it. They can get to information while they're on a later call and that topic, product, or service comes back up." The company notes that the upgraded offering also provides open authoring support, allowing organizations to leverage predeveloped training material without modification. Training content from any SCORM (Sharable Content Object Reference Model) compliant authoring tool can be delivered to agents through the Qfiniti Enterprise desktop using Qfiniti Expert, according to etalk. The release is part of the Qfiniti Enterprise suite of solutions for quality monitoring, agent coaching and evaluation, and speech analytics. The suite gives agents access to e-learning results, as well as other elements like recorded calls, customer satisfaction survey results, performance assessments, and speech analytics results, from the same interface. "The agents have a portal where they can see the full effect of everything that the Qfiniti system provides for them," Storm says. Many quality monitoring vendors now have strong coaching applications geared toward getting agents relevant information on a timely basis to better handle customer queries. With etalk, though, "coaching actually comes as a standard component of its quality monitoring application," says Donna Fluss, principal of DMG Consulting. While Fluss notes that other quality monitoring vendors like Envision also take that approach and that some of the other vendors sell coaching as a standalone module, she adds that etalk has come a long way in the past year. "It has been helped along significantly by being purchased by Autonomy," she says. "That [acquisition] was very positive for etalk. They have a competitive offering and they are delivering innovation to the marketplace." Related articles: Autonomy Plans to Acquire Etalk
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