Real-Time Agent Support

For agents to provide the best service possible, they must have access to the latest product, process, and sales information so they can respond to customers quickly and accurately. However, this information is often located in dozens of repositories across the enterprise, making it difficult for employees to find and act on relevant content.

Autonomy etalk’s Qfiniti Assist addresses this problem with real-time analytics that leverage dynamic data in the enterprise. Qfiniti Assist is a powerful desktop query tool that enables real-time information access for contact center agents. This tool uncovers conceptual matches to spoken or typed queries to provide agents with the most relevant answers while on the line with a customer. In addition, Qfiniti Assist can listen to the conversation and automatically return results that are related to the customer’s inquiries.

Qfiniti Assist uncovers results based upon conceptual matches, which is made possible by leveraging the Intelligent Data Operating Layer (IDOL) engine. The IDOL engine identifies patterns that naturally occur in the documents, based on the usage and frequency of words or terms that correspond to specific ideas or concepts. This provides powerful insight into the related concepts without requiring the end user to create complex search criteria or define word relationships in advance.

Virtually any content can be accessed through Qfiniti Assist. Supported content includes:
• Microsoft Exchange, Lotus Notes, POP3
• Open File Systems – Netware, UNIX, Windows (PDF, DOC, XLS, and PPT files)
• HTTP-Based Systems (Internet/Intranet)
• Oracle-Based Systems (Vignette)
• Documentum
• PCDocs (DOCSFusion)
• eGain
• eRoom
• FileNet
• Microsoft SQL-Based Systems
• SharePoint content
• Stellent content
• CRM and Knowledge Base Systems (Siebel, SAP, LiveLink)