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Harnessing Unstructured Information
Beyond traditional call recording, today’s contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. etalk understands that an overwhelming percentage of the information that circulates in a contact center—audio recordings, documents, web pages, and emails—is “unstructured” in that it resides outside of a normal database and is not accessible.
Yet effective use of this information enables companies to remain competitive in an increasingly aggressive and customer-centric marketplace. The IDOL Difference
The Intelligent Data Operating Layer (IDOL) technology, developed by Autonomy, reigns in unstructured information so that companies can finally access and manage all of their information, not just the information that fits neatly into fixed databases. With the IDOL engine at the core of etalk’s Qfiniti applications, every recorded voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. Originally developed for the Intelligence industry, this technology is now available in the contact center. Advanced Speech Analytics
The etalk speech analytics solution is not limited to word spotting or pure phonetic solutions. etalk’s speech analytics solution provides the only contextual analytics capabilities, enabling an automatic understanding of the context of the communication between the customer and the customer service representative. Companies that have access to this customer understanding can search for critical information to drive sales, react to problems and shape product development and marketing strategies. What this means to contact centers is simple: etalk offers the only technology to actually understand the communication a business has with its customers, automatically delivering relevant and accessible customer intelligence.
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Autonomy Group Customers
