Contact Center
With the rise of the web, contact centers were expected to die a slow death because they were expensive to run and customers were moving to the web. 15 years later, the contact center is alive and well. In fact, the number of contact center interactions and agents supporting your customers, suppliers and partners continues to rise. With contact center interactions remaining to be a large portion of all customer interactions, data from contact center interactions are an essential input to your customer interaction analysis.
To ensure you obtain quality data from contact center interactions, Autonomy offers industry leading speech recognition technology, powered by Autonomy IDOL. IDOL enables Autonomy's speech analytics application to form a conceptual understanding of the spoken conversation to spot patterns that traditional phonetic and word spotting engines cannot uncover.
Contact centers also benefit from the insight obtained by analyzing email, chat and other interactions from your website, social media and storefront. Analyzing data from all of the communication channels helps organizations understand how customers communicate, what they are doing on each of the channels and how each interaction relates to the others. This is an opportunity to improve contact center processes, increase customer satisfaction and to promote the use of the optimal communication channel, such as the website for everyday activities.
processes audio in over 20 supported languages and in multiple formats and supports all forms of speech analysis, including phonetic searching, word-spotting, Boolean rules, parametric statistics, but is the only vendor to enable a meaning based understanding of speech based on its content
IDOL’s conceptual analytics automatically clusters interactions that have similar or related meanings, allowing IDOL to automatically uncover trends as they occur
Autonomy's multichannel customer interaction analytics supports all content types including: chat, web, fax, email, voice, video, surveys and social media
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