Autonomy, which specializes in infrastructure software for meaning-based computing, announced the introduction of the Intelligent Contact Center, thereby extending its established etalk contact center portfolio to include advanced intelligence-based functions.
The integration of etalk enables the Autonomy's IDOL platform to include advanced intelligence-based functions such as multi-channel interaction analysis, real-time agent support and contact center performance management.
Through Autonomy etalk's unique sentiment analysis functionality, agents are able to identify callers with heightened emotion, and respond appropriately based on this real-time intelligence--a key feature for enhancing customer retention. Also, voice analysis is performed alongside email, chat and IM to ensure that a full picture of the transaction is developed. Further, business trends can be identified with the use of automatic call categorization.
The Intelligent Contact Center aims to provide the ability to capture, share and analyze the critical structured and unstructured data that flows through the contact center, despite 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--such as with sales and marketing--where it can benefit the organization beyond the traditional contact center.
The desired result is enhanced operational performance, better customer support and actionable business insight.
