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Extending far beyond traditional approaches that focus on basic operations such as quality recording and workforce and performance analysis, 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. The result is enhanced operational performance, better customer support and actionable business insight.

“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 (Company Profile, Past Stories, Case Studies) capabilities cover all forms of structured and unstructured data and include advanced speech analytics and sentiment analysis to deliver true customer insight that can be shared across the organization. Through Autonomy etalk’s unique sentiment analysis functionality, organizations are able to identify callers with heightened emotion and respond appropriately based on this intelligence - a key feature for enhancing customer retention. In addition, Autonomy’s heritage in the development of advanced voice recognition technologies for intelligence agencies is now brought to bear on the contact center. The system captures and intelligently processes every recorded voice transaction, as well as every element within those recordings making that information searchable with unprecedented accuracy and speed. Voice analysis is performed alongside email, chat and IM to ensure a full picture of the transaction is developed, while automatic call categorization provides a useful means of identifying trends. All of these capabilities are provided through etalk Explore.
• Real-time Agent Support – enabling the real-time 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 advanced speech recognition technology to understand the customer conversation and links to the organization’s knowledge systems to provide fast and accurate information to the agent in real-time – improving overall response time and significantly enhancing customer satisfaction.
• Contact Center Performance – delivering the most fundamental requirements of the contact center including call recording, quality management and compliance, eLearning, surveys, and Contact Center Performance Management (CCPM). Autonomy etalk is already an established leader in optimizing the performance of the contact center.

“Autonomy leads the industry in helping organizations derive meaning and value from their information, no matter what the source or format. The contact center represents a rich source of information and business insight, but has traditionally been positioned as a siloed cost center. With this move Autonomy is redefining the contact center and positioning it firmly in the enterprise information value chain. We believe the Intelligent Contact Center represents the way of the future for organizations that regard full information visibility as a strategic imperative,” commented Scott Shute, president and CEO, Autonomy etalk.

Autonomy IDOL For The Contact Center
Autonomy’s Intelligent Data Operating Layer (IDOL) is the only enterprise-wide, information infrastructure platform that forms both a conceptual and contextual understanding of all of the information in an enterprise in any format including text, email, IM, audio and video. IDOL is the foundation for meaning based computing. Through the integration with etalk, organizations can intelligently processes the information from the contact center - including email and recorded voice transactions – making them searchable and actionable with unprecedented accuracy and speed. Access to this intelligence enables companies to not only fine tune customer service, but also to monitor product performance, customer issues and identify trends.