Autonomy etalk Overview
Autonomy etalk has radically changed how contact centers operate and manage customer satisfaction and loyalty. With innovative technologies and years of experience managing large volumes of unstructured data in the contact center, etalk solutions can offer companies improved automation, intelligent searching capabilities, and speech analytics technologies that optimize customer service and enhance customer-driven business strategies across the organization. This is made possible by transforming the contact center into an Intelligent Contact Center.

The Intelligent Contact Center

Extending far beyond traditional approaches, the Intelligent Contact Center provides the ability to capture, share, and analyze critical structured and unstructured data that flows through the contact center such as audio (calls), email, or text, enabling the bi-directional sharing of that data with the rest of the enterprise. This ability to process and share valuable information results in enhanced operational performance, better customer support, and actionable business insight. The three elements to the Intelligent Contact Center include Multi-Channel Interaction Analysis, Real-time Agent Support, and Contact Center Performance. These advanced intelligence-based functions are powered by Meaning Based Computing technology.

Multi-channel Interaction Analysis provides the ability to capture and analyze the meaning of customer interactions across multiple communication channels, whether they be text, e-mail, IM or speech-based. Using advanced voice processing technologies, etalk captures and intelligently processes every recorded voice transaction, as well as every element within those recordings, making that information searchable with unprecedented accuracy and speed. Voice analysis is performed alongside email, chat and IM to ensure a full picture of the transaction is developed, while automatic call categorization provides a useful means of identifying trends.

Real-time Agent Support enables the real-time delivery of relevant intelligence directly to the agent’s desktop. etalk uses advanced speech recognition technology to understand the customer conversation and links to the organization’s knowledge systems to provide fast and accurate information to the agent in real-time – improving overall response time and significantly enhancing customer satisfaction.

Contact Center Performance delivers the most fundamental requirements of the contact center including call recording, quality management and compliance, eLearning, surveys, and Contact Center Performance Management. Autonomy etalk is an established leader in optimizing the performance of the contact center with solutions to record customer calls, gather customer feedback and evaluate and improve agent performance.