Analytics and quality monitoring (QM) helps companies retain and enhance their customer experience. Autonomy’s (News - Alert) meaning-based analytics solution and its QM applications help customer care organizations to improve their operations.
The award was given based on the research firm’s recent analysis of the contact center analytics market.
Frost & Sullivan Research Analyst, Nancy Jamison, stated, “Autonomy’s solutions offer a comprehensive, flexible, and IT resource-efficient method for seeking, gathering, and analyzing growing volumes of data from a widening array of sources to provide actionable, contextual, and relevant knowledge and insights that can be shared across the enterprise.”
Autonomy helps collect data from disparate sources to monitor agent performance, using critical “voice of the customer” (VOC) information. This helps in the retention of customers, offering multichannel capabilities for optimum customer contact.
Cloud recording is leveraged by Autonomy to provide clients with unlimited storage space for call recordings that can be mined using speech analytics.
Just as well, the company provides solutions for agent screen capture, a more bandwidth-intensive solution than call recording. But when delivered via the cloud, it requires 25 percent less bandwidth, said officials.
Autonomy Intelligent Data Operating Layer (IDOL) is a meaning-based offering, powered by advanced statistical analysis to decipher unstructured conversations. It analyzes content, sentiment and emotion to automatically draw conclusions.
“Built on algorithms rooted in Bayesian Inference and Shannon’s Information Theory, Autonomy IDOL is tailored for customization. This allows for solutions specific to verticals, such as healthcare and legal/regulatory, that has the stringent requirements for accurate and rapid knowledge-gathering and analysis,” Jamison added.
Autonomy is worthy of the Product Differentiation Excellence Award in the contact center analytics market, owing to the innovative features of its solution that’s serve the needs of end users. The award is for a product’s customization features and the suitability for evolving market trends.
Recently, Autonomy announced that North Shore Credit Union (NSCU), an innovator in the financial services industry, has selected HP Data Protector 7 and HP StoreOnce Catalyst to provide an end-to-end data protection and deduplication solution to back up the bulk of its e-mail, servers, files and virtual environments.
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