Multichannel Data Collection

Through intelligent voice recording and interaction analysis capabilities, Autonomy etalk enables organizations to capture customer interactions for quality management, enterprise governance and compliance and interaction analysis.

Voice and Screen Recording

Qfiniti gives businesses the option to record all customer interactions or selectively determine which interactions to automatically capture. Qfiniti supports on-demand recording of conversations and computer desktop activities. In addition, it delivers full logging for financial and other critical compliance applications. Qfiniti provides simple installation, a lower cost of ownership and the ability to scale to meet changing business requirements.

By delivering multiple recording options and innovative VoIP technology, Qfiniti can capture and store every call made between the customer and the organization. Qfiniti supports logging on all types of networks, including blended traditional TDM and VoIP environments, and makes all calls accessible to users no matter where or how the recording occurred.

Qfiniti offers several recording options, including trunk-side logging, station-side logging, VoIP logging, selective recording and screen capture. Additionally, Autonomy etalk provides the ability for customer applications to integrate with the recording solution using the Qfiniti client and server API.

Switch and Dialer Vendors

• 3COM
• Aastra/Intecom
• Alcatel
• Altitude
• Aspect
• Avaya Definity
• Cisco
• Concerto
• Delco
• Ericsson
• Genesys
• Lucent 5ESS
• Mitel
• Nortel
• NEC
• Rockwell
• Siemens

CTI Servers

Voice and Screen Recording Options

• VoIP Logging
• Trunk-side Logging
• Station-side Logging
• Selective Recording
• Screen Capture
• Record on-Demand
• Live Monitor

VoIP Recording

VoIP-based Automatic Call Distributors (ACDs) or "soft switches," have become the preferred technology for voice recording in an enterprise environment. VoIP delivers simple deployment and flexibility, allowing the organization to take advantage of a fully digital network. VoIP enables businesses to efficiently record in multiple, distributed sites and leverage remote or at-home agents, all while minimizing bandwidth costs. VoIP is also instrumental in deploying click-to-call applications through a corporate website. Positioning the Qfiniti Recording Servers at the Media Gateway or inside Core Routing (Layer 2) allows the customer to centralize the recording interfaces and to manage these interfaces in the data center (see graphic). Using a Soft ACD CTI link enables Qfiniti Enterprise 3.0 intuitive user interface allow users to find, retrieve and play back calls. As IP calls are segmented by agent, Qfiniti enables the user to remove the Interactive Voice Response (IVR) section of the call to save storage space or just save level 1 agent calls.

Qfiniti delivers sophisticated VoIP recording technology, providing a software-only approach to enterprise voice recording. Qfiniti supports direct recording through all leading IP solutions, such as those from Cisco, Avaya, Nortel, Genesys, Alcatel, Siemens and more. Qfiniti also delivers passive VoIP recording, which enables recording over a mirror or SPAN port, to capture standard Real-time Transport Protocol (RTP) packets passed over the IP network. This solution ensures reliable voice recording for quality assurance, compliance and other mission-critical initiatives.

Full-Time Recording

Full-time recording, also known as logging, records all of the calls that connect to a station (phone) or a trunk. This recording mode is normally used for liability or compliancy recording. Qfiniti delivers trunk-side, station-side and VoIP logging.

Selective Recording

This recording mode randomly tags recordings based on the agents who receive the calls. Plans can be set up to record voice, voice and PC screens, or PC screens only. The plan can be set up to automatically schedule and record; for example, you may want to record three calls per agent per week. The plan can also be configured to delete recordings that age past a predetermined time frame, which frees up disk space for new recordings. This recording mode is generally used to perform quality assurance functions.

Record on-Demand

This recording mode records calls when requested by an agent or supervisor, or when triggered by an application such as Autonomy Interaction Control Element (ICE) or a CRM or desktop application. In this mode, the system simply tags recordings when told. A fully supported Application Programming Interface (API) or our API-less application, ICE, can be used when integrating into a customer's application environment.

Live Monitor

Qfiniti enables supervisors to monitor agents for voice only, screens only, or simultaneous voice and screen activity as the interaction is taking place. Live Monitor is supported on all recording configurations, including VoIP.

Screen Capture

Qfiniti Screen Capture is a tunable version of snapshots with the smooth playback of full motion video. It allows for a client to set up the Capture Interval to capture screens at two captures per second or slower for a view that replicates snapshots, or up to speeds of one capture per 200 milliseconds, giving the viewer a full motion video experience. Screen capture settings are managed centrally, so there is no need to visit each client station to institute a change.

Email Integration

Qfiniti intelligently collects email from third-party repositories such as Outlook Exchange or Lotus Notes. Autonomy etalk connects directly into the email server enabling users to search, categorize, and view current and archived emails through the Qfiniti interface. Email can also be ingested into Qfiniti Explore, making it searchable and accessible across the organization. Explore's advanced analytics allow email to be searched alongside voice and chat interactions based on the concepts and topics mentioned, enabling a comprehensive view of all customer interactions.

IM/Chat Integration

Qfiniti delivers the independent collection of queued chat sessions created in Qfiniti or by other instant messaging vendors. Qfiniti can capture interactions made through Qfiniti Web Self Service or connect to third-party chat applications, allowing chat interactions to be searched, viewed and analyzed through the Qfiniti system.

With interaction analysis, instant message interactions are automatically processed and categorized based on the concepts and topics discussed in the conversation. Qfiniti Explore can perform advanced conceptual analysis functions on these conversations to deliver value to the enterprise, automatically and in real-time.

• Qfiniti Explore delivers the ability to analyze a chat stream in real-time in order to automatically understand, conceptualize, and categorize relevant information based on the most recent conversation and provide pertinent supporting material to the agent.
• Qfiniti Explore automatically detects unhappy or frustrated customers through text-based sentiment analysis. By identifying "signal" words and phrases and understanding them in the context in which they are spoken, Explore can alert the business to heightened emotion in a chat session in order to mitigate the issue at hand as quickly as possible.
• Qfiniti Explore provides full script adherence functionality and alerting for chat sessions. This tool enables the business to manage compliance and ensure the company's policies are correctly followed during chat interactions. Queued chat sessions can also be analyzed for sales verifications and dispute resolution purposes.
• Qfiniti Explore can automatically flag chat interactions for "save the customer" initiatives, cross-selling and up-selling opportunities, and marketing and sales promotions. For example, Explore can carry out a marketing promotion in real-time by understanding the meaning of the interaction and offering the agent or the customer a current promotion that is relevant to the most recent conversation.