Understanding and Utilizing the Hidden 80
Information is at the center of every enterprise and is a critical factor in management decision-making. More than 80% of all data in an enterprise is 'human-friendly' information such as phone conversations, emails, web pages and electronic forms that do not easily transition into structured formats. Because so many businesses lack the technology to leverage unstructured information in critical and strategic processes, it is often left untouched in its point of origin. Businesses can optimize a wealth of unstructured information to support decision-making processes and day-to-day operations by deploying Autonomy's meaning-based technology. For example, a voice interaction captured in the contact center not only provides basic customer information such as names or account numbers, but also contains attitudes, opinions and expectations that can be tapped for such purposes as quality monitoring and customer service training, as well as for sales, marketing and operations. Departments such as Sales and Marketing can leverage information collected within the contact center (calls/email/chat) to better understand:
- Customer Behavior
- Product Improvement
- Promotion Success/Failure
Contact Center Agents can leverage corporate information (product/process/promotions) such as:
- Product and Services Updates
- Pricing Changes
- Order Process Documentation
Employees need access to more of the data available within their companies and better technologies for delivering this data to their desktops in easily understandable formats. The answer lies far beyond legacy keyword search engines capable of accessing only static documents or data inside relational database systems (RDBMS). To satisfy this need, organizations must implement Meaning Based Computing technologies that enable multi-directional information sharing across a wide range of applications in the enterprise, particularly those that handle highly dynamic content.
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Autonomy Group Customers
