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“The problem, though, is that even though that unstructured data is "human-friendly”, it's not easy for computer systems and processes to analyze. We liked the way Autonomy's Qfiniti Suite uncovers and makes sense of the enterprise and customer information that bears on the interaction. That's why we choose it as one of our Products of the Year."

“Businesses that leverage the Intelligent Contact Center gain a deeper knowledge of their customers than ever before, a knowledge that can drive anything from marketing and sales initiatives to product and process improvement,” said Scott Shute, Autonomy etalk CEO. “At the same time, contact center agents are much more equipped to tackle difficult questions, help customers in a timely manner, and meet high customer service demands.”

Autonomy etalk’s Qfiniti product line enables the Intelligent Contact Center by delivering technology that captures, organizes, and analyzes contact center interactions across multiple communication channels, including calls and emails. Its real-time agent support solution delivers immediate and relevant information to an agent’s desktop based upon the conversation at hand. In addition, Qfiniti provides solutions for managing contact center performance, including call recording for compliance, quality monitoring, agent evaluations and training, and customer satisfaction surveys. This combination gives businesses the ability to balance traditional performance management tools with intelligence-based solutions to gain real business value from the contact center.

The award will be announced in the April edition of Call Center Magazine.