Resource Library

By Products

etalk JASS Datasheet
Qfiniti Web Access Datasheet
Qfiniti Hosted Archive
Financial Services Overview
Qfiniti Observe Quality Monitoring Datasheet
Qfiniti Observe Logging Datasheet
Qfiniti Explore Datasheet
etalk Introspect Datasheet
Qfiniti Survey Datasheet
Qfiniti Observe EasyLink Datasheet
Qfiniti Advise Datasheet
Qfiniti Expert Datasheet
Qfiniti Assist Datasheet

Other

etalk - Frost Sullivan Innovation Award
Autonomy etalk: Recipient of the 2007 North American Frost & Sullivan Award for Product Innovation
etalk Consulting Overview
etalk Training Overview
Autonomy etalk Solutions Description
Media Kit for Autonomy etalk
Calibration Do’s and Don’ts
Helpful Links for the Call Center Industry
Leveraging Speech Analytics as a Strategic Weapon in the Business World

By Resources

White Papers (Registration Required)

Total Call Recording for Regulatory Compliance - .
Maintaining a Competitive Edge with Interaction Analysis - .
Encrypting Recordings is Not Enough: Steps To Protect Your Most Sensitive Data - .
The Intelligent Contact Center: Extending Customer Insight to the Rest of the Enterprise Whitepaper - .
Optimizing Customer Feedback Whitepaper - Qfiniti Survey .
Qfiniti Explore: Understanding the Voice of the Customer - .
Qfiniti Assist Agent Support White Paper - Qfiniti Assist .
Seven Actionable Tactics for Critical Contact Center Improvement - .
ROI - The Proof is in the Call Center White Paper - .
Post-Call Customer Satisfaction Measurement - Qfiniti Survey .

Other White Papers

Case Studies

Contact Center Americas Case Study
Contact Center Americas utilizes Autonomy etalk technology to deliver expert training to agents, resulting in improved customer satisfaction and retention.
Kaiser Permanente Case Study
Kaiser Permanente linked automated survey and eLearning tools in the contact center to optimize contact center performance.
PFSweb Case Study
PFSweb Leverages Qfiniti Technology to Boost Performance and Popularity of Quality Monitoring Program
Ecolab Case Study
Ecolab Realizes Improved Performance Through Call Center Consulting
AFLAC Case Study
Aflac deployed etalk to increase the efficiency of the call center and to provide customers with more options to ensure the best-possible customer service.
Salt River Project Case Study
SRP deployed etalk to improve customer service rep ratings.
Entergy Case Study
Entergy realized that it was crucial to expedite processes and invest in new technology that would help them compete more effectively and efficiently, improve customer service and boost profits.
Ticketmaster Case Study
TicketMaster chose etalk for a complete, easy-to-use system for measuring and evaluating agent performance, managing information from a number of sources and physical locations.
British Sky Broadcasting Case Study
Sky chose etalk to improve the service offered to customers while boosting operational efficiency.
MidAmerican Energy Case Study
MidAmerican wanted to take its call center beyond quality monitoring to drive up quality levels, achieve greater efficiencies, boost customer satisfaction and develop top-notch talent.

International Collateral

MarketFirst

Featured Case Studies

Contact Center Americas
Contact Center Americas utilizes Autonomy etalk technology to deliver expert training to agents, resulting in improved customer satisfaction and retention.

Kaiser Permanente
Kaiser Permanente linked automated survey and eLearning tools in the contact center to optimize contact center performance.

More Case Studies...