Multichannel Customer Interaction Analytics
Harness all interaction touchpoints regardless of form: phone call, email, chat, website visit or social media chatter
From the contact center to the website, Autonomy is powering more customer interaction solutions than anyone else in the market.
Autonomy's Multichannel Customer Interaction Analytics solution, Autonomy Explore, provides a complete picture of your customer relationships using a single software platform. It is powered by Autonomy IDOL to provide a conceptual understanding of all interactions to holistically expose patterns in consumer behavior and unprecedented understanding. Autonomy Explore's powerful, flexible and easy-to-use features help you uncover the actionable insights that will help move your customers' experience to the next level.
Autonomy Explore will help your organization to:
- Deliver a consistent experience through an increasing number of disconnected sales, service and support touchpoints
- Leverage record volumes of interactions to detect your customers' emerging desires and concerns
- Maintain and grow consumer responsiveness, brand stature and customer satisfaction
Learn more about Autonomy Multichannel Customer Interaction Analytics
Read the press release announcing Autonomy Explore
Autonomy Explore uncovers emerging trends and issues or compares them to other trends over a set period of time, enabling businesses to establish topics within the interaction data to track sentiment or vibe trends in products, competitors, campaigns or simple concepts.
Autonomy IDOL offers more than 400 connectors to content repositories spanning all customer channels including, contact center, web site, store front and word of mouth (or social media), enabling analytics on customer interactions across all touch points. Autonomy's solution automatically processes and analyzes phone, email, IM, chat, survey and website interactions using advanced speech recognition functionality combined with the power of IDOL to deliver a multi-faceted view of customer behaviors, needs, expectations and intentions. Applying analytic dashboards and reporting to all customer interaction data across all channels allows for a complete picture and a view that is not biased by any single touch point.
Powered by IDOL, Autonomy Explore search extends far beyond traditional methods such as keyword search which simply allow users to find and retrieve data. Autonomy Explore's search has the ability to form an understanding of all information, whether audio, video or text and recognize the relationships that exist within it. This powerful search engine allows for the one time or consistent search of the entire data set or any data subset allowing for real-time investigation of customer insight.
Autonomy Explore provides the ability to take snapshots of analytics results to catalog for future comparison or one time reporting.
Using advanced workflow technology, Autonomy Explore can administer the automatic distribution of appropriate reports, throughout the business, delivering relevant information about the customer base to the departments or individuals to take action.
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Autonomy Group Customers
