Contact Center Solutions Overview

Autonomy’s etalk solutions have been used to build valuable, long-term customer relationships at more than 1,500 contact centers worldwide, spanning the insurance, telecom, finance, healthcare, technology, utility, hospitality, and manufacturing industries. 

Autonomy is the market leader in managing unstructured data such as customer interactions through phone calls, emails, and chat.  Autonomy’s Intelligent Data Operating Layer (IDOL), the foundation of Meaning Based Computing, is the only enterprise-wide, information infrastructure platform that forms both a conceptual and contextual understanding of all of the information in an enterprise, making them searchable and actionable with unprecedented accuracy and speed. Powered by IDOL, etalk solutions help organizations intelligently process the information from the contact center to enhance customer service and extend customer intelligence into the rest of the enterprise.

Autonomy etalk solutions deliver:

• Contact Center Performance – Autonomy etalk is an established leader in optimizing contact center performance. Autonomy’s etalk solutions let you record, monitor, and evaluate agents for compliance, liability, risk management, and quality service. Automated post-call surveys and eLearning allow you to measure and improve customer service. 
• Multi-channel Interaction Analysis – With etalk solutions you can capture and analyze the meaning of customer interactions across multiple communication channels, whether they be text, e-mail, IM or speech-based. Autonomy’s etalk Explore captures and intelligently processes every recorded voice transaction, as well as every element within those recordings, resulting in automatic categorization, intelligent searching options, and trend identification—so you can understand exactly what your customers are saying.
• Real-Time Agent Support –Through the delivery of real-time desktop assistance, agents always have the latest, most relevant answers for your customers. Autonomy’s etalk Assist uses advanced speech recognition technology to understand the customer conversation and return fast, accurate information to the agent, improving response time and significantly enhancing customer satisfaction. 

Solutions

• Communication Analysis
• Real-time Agent Assistance
• Real-time Agent Monitoring
• Quality Monitoring
• Call Recording for Compliance, Liability, and Risk Management
• Customer Trend Spotting
• Agent Evaluation, Analysis, and Hiring
• Coaching and Training
• Customer Surveys
• Performance Management
• Script Adherence Verification

Professional Services

• Solution Design
• Implementation
• Specialized Integration
• Training Services
• Wellness Check-ups
• Enterprise System Management

Business Consulting

• Integrated Solution Assessment
• Call Quality Calibration
• Call Library of Digital Recordings
• Six Sigma Implementation
• Custom Survey Design  

Technical Assistance

• 5/12 or 24/7 Technical Support
• VAR Certification Programs
• Global Support 

To find out how Autonomy etalk can help you create an intelligent contact center, contact our U.S offices at 1-800-835-6357 or our UK offices at +44 (0) 1223 448 000.