Performance Management

Enterprise business managers face the multi-pronged challenges of improving performance and service while reducing costs and complexity. At the same time, they must ensure that IT investments provide flexibility and compatibility with future needs. Autonomy's performance management solutions for the contact center provide businesses with a single platform for agent performance evaluations, eLearning and customer surveys that streamlines the complexities of managing and improving the quality of service being delivered.

Dashboards
Autonomy's dashboard is a customizable display of contact center performance by individual or team. This is where progress is tracked in a partitioned display for simplified viewing of performance in relation to evaluation scores, customer survey responses and eLearning courses. Graphical representations of data provide comprehensive performance views for the agents, supervisors and contact center managers.

"The essence of Autonomy's software lies in its ability to extract the core concepts of unstructured data. The way in which it achieves this is arguably some way ahead of any rival product."

Peter Whiting, UBS