Shanghai, China – Jan. 19, 2007 – Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced the launch of its contact center software division, etalk, in China and a partnership with leading call center software solution provider, eSOON. With this move Autonomy is bringing its leading-edge contact center solution, etalk Qfiniti, to the Chinese market. As a result, Chinese customers not only have the opportunity to upgrade their domestic customer service but also to equip themselves to compete more effectively in global markets.
Autonomy etalk offers call recording, analysis, and performance improvement solutions that support superior service and enable customer intelligence for call centers. According to research by Datamonitor, the number of people answering phone enquiries at call centers in Asia Pacific is growing at a compound annual growth rate of 15.1% and is forecast to reach nearly one million by 2008. The revenue growth in China for call center technology vendors was calculated at 35% in 2005 and 50% in 2006.1 Autonomy etalk offers call center operators the ability to monitor, measure, improve and understand their agents and customers more efficiently and effectively.
Xin Wu, general manager of Autonomy, China, commented, “Autonomy is committed to delivering the best technology for automating operations around unstructured information - much of which is delivered through the call center. The call center operator needs to ensure customer satisfaction as the volume of information grows and the needs of their clients become more demanding. etalk provides the first unified call recording, agent evaluation and advanced speech analytics solution, and I am delighted that we can bring it to China to assist the market to grow in terms of quality of service and business performance.”
According to a recently released 2006 Asian Contact Center Industry Benchmarking Report, Chinese call center operators will need to consider their vendor options carefully to compete with other call center markets in Asia. Only 6% of call centers in the survey deploy technology that supports agent coaching, compared to 47% in India, 46% in Thailand and 31% in Chinese speaking Singapore. A majority of operators realize the need for improved customer service but have prioritized voice and data recording, potentially ignoring the value that can be added by call evaluation, agent coaching, performance management, survey tools, E-learning and speech analytics.
“China is undergoing an exciting and challenging phase in the development of the call center market,” said Scott Shute, CEO of Autonomy’s etalk Division. “etalk has proven technology that enables call center owners to improve the performance of their agents, enhance customer satisfaction and generate additional revenue streams for the operators. Our research shows that vendors are chosen in China based on relationships, and I am delighted that we have in eSOON a partner that has helped to create the CRM market in China and who shares our vision of helping our clients to attain leadership via excellent customer service.”
The CRM industry in China is developing towards open and rich-media communications, cross-organization business collaboration, and an increasing emphasis on mobile user support. The collaboration between etalk and eSOON will ensure that customers in China will have current best-of-breed and emerging technologies available quickly and competitively. As part of the client offering, etalk’s global contact center platform, Qfiniti, is available in simplified Chinese with voice processing technologies supporting both the Mandarin and Cantonese dialects.
Anna Lee, president and CEO of eSOON Corporation, commented on the partnership and availability of the advanced CRM solutions from etalk saying, “The partnership with the Autonomy division, etalk, firmly establishes eSOON to be China’s call center system solutions leader, marketing world-leading EZactor CRM solutions on top of Genesys suite and ensuring professionalism and attention to service for our existing and new clients.”
About Autonomy
Autonomy Corporation plc (LSE: AU. or AU.L) is a global leader in infrastructure software for the enterprise and is spearheading the meaning-based computing movement. Autonomy’s technology forms a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, email, voice or video. Autonomy’s software powers the full spectrum of mission-critical enterprise applications including information access technology, BI, CRM, KM, call center solutions, rich media management, compliance and litigation solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.
Autonomy's customer base comprises more than 16,000 global companies and organizations including: ABN AMRO, AOL, BAE Systems, BBC, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Hutchison 3G, Kraft Foods, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, Nomura, Reuters, Shell, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. Autonomy also has over 300 OEM partners and more than 350 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Stellent, Sybase, Symantec, TIBCO and Vignette. The company has offices worldwide.
The Autonomy divisions include: Aungate, specialist in real-time enterprise governance; Virage, a visionary in rich media management and security and surveillance technology; etalk, award-winning provider of enterprise-class contact center products and Cardiff, a leader in content capture and business process management solutions.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
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