Autonomy Introduces the Intelligent Contact Center

CAMBRIDGE, England and SAN FRANCISCO - Autonomy Corporation (LSE: AU. or AU.L), introduced the Intelligent Contact Center. Leveraging its meaning-based computing technology and its heritage in developing voice technologies for the intelligence community, Autonomy is extending its established etalk Contact Center portfolio to include intelligence-based functions such as Multi-channel Interaction Analysis and Agent Support.

The Intelligent Contact Center provides the ability to capture, share, and analyze the critical structured and unstructured data that flows through the contact center, no matter what the format - be it text, email, IM, audio, or video. It then enables the bi-directional sharing of that data with the rest of the enterprise.

"Enterprises today 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. At the same time, the contact center is now handling multiple types of interactions with customers - from email, to IM and chat, as well as traditional voice. Being able to process and analyze all of those interactions enables a more holistic understanding of the customer experience to be achieved," said Jim Davies, principal analyst at Gartner.

The three elements of the Intelligent Contact Center include:

·         Multi-channel Interaction Analysis - the ability to capture and analyze the meaning of customer interactions across multiple communication channels, whether they be text, e-mail, IM, or speech-based. Autonomy etalk's capabilities cover all forms of structured and unstructured data and include speech analytics and sentiment analysis. Voice analysis is performed alongside email, chat, and IM, while automatic call categorization provides a means of identifying trends. All of these capabilities are provided through etalk Explore.

·         Agent Support - enabling the delivery of relevant intelligence directly to the agent's desktop. Autonomy etalk's Assist product takes customer support to a whole new level. The system uses speech recognition technology to understand the customer conversation and links to the organization's knowledge systems to provide information to the agent.

·         Contact Center Performance - delivering th call recording, quality management and compliance, eLearning, surveys, and Contact Center Performance Management (CCPM).