Autonomy’s acquisition of etalk, which has been providing reputable workforce optimization tools for call centers for over two decades, has proved to be a winning move, since the combined product lines provide the means to tame unstructured data in the contact center and link that information to other areas of the enterprise. Autonomy etalk’s market potential has expanded as a result of Autonomy’s global presence and its new Intelligent Contact Center solutions.
Autonomy, with its intelligent data operating layer (IDOL) platform, has pioneered meaning-based computing. This technology includes enterprise search, content classification, categorization and clustering, taxonomy creation and management, information presentation, and desktop search tools and it enables users to search and access unstructured data from many sources.
“By automatically analyzing, identifying and prioritizing the main concepts within a file, whether audio, video, or text, meaning based computing connects users to a range of related information contextually linked to the original text,” says Frost & Sullivan Research Analyst Keith Dawson. “This provides call center agents or business managers with valuable supporting material and even richer customer intelligence to apply to their business objectives.”
Call centers, which traditionally teem with unstructured data, have proved to be the ideal location to deploy the combination of etalk’s call recording and quality monitoring platform, Qfiniti, with IDOL. This hybrid technology has aided the development of new capabilities for understanding the activities at the point of customer interaction.
Autonomy etalk’s developments include a focus on moving the analysis of call center data beyond the center itself. What starts out as call center operations (QM) quickly becomes a tool for managing performance and feedback (performance management) and then, a vital channel for analyzing multiple customer contact channels for further breakdown of content.
To further impress the value of the IDOL platform on etalk’s information gathering, the company has rolled out a series of advances in speech analytics. Chief among these is Qfiniti Explore, a conceptual and highly accurate model of speech recognition.
“Autonomy etalk has spent a lot of resources on developing the engine that controls its speech recognition model, as improvements to the system’s ability to parse the content of the call directly can enhance the system’s ability to make abstract and sophisticated judgments about the meaning of the content,” notes Dawson. “By devoting energy to the substructure, etalk is helping to assure that its development efforts on the analysis side bear better fruit.”
A second prominent innovation is a visual display system for analyzed information (structured or unstructured). The software presents two-dimensional maps of related concepts culled from call data, including the content of voice calls. The maps display pockets of conceptual similarity and difference, enabling users to identify at a glance the non-obvious problems and connections between different data points.
“Autonomy etalk’s product strategy has been to anticipate the relationship between the contact center and the enterprise and productize offerings based on that connection,” observes Dawson. “For example, as the center grows in sophistication, it evolves from needing tools to perform simple call recording to needing to manage agent performance, to feed back support information to agents, and ultimately analyze the content of interactions that span multiple channels.”
etalk’s acquisition by Autonomy has given the company a broader global footprint and access to a keen engineering environment. These advantages will help it break into the top tier of APO suite vendors in the coming years.
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About Autonomy etalk
Autonomy Corporation plc is a global leader in infrastructure software for the enterprise and is spearheading the meaning-based computing movement. Autonomy's technology forms a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, email, voice or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including information access technology, BI, CRM, KM, call center solutions, rich media management, information risk management solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.
Autonomy's customer base comprises of more than 17,000 global companies and organizations including: 3, ABN AMRO, AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Kraft Foods, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, Reuters, Shell, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. Autonomy also has over 300 OEM partners and more than 400 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Satyam, Sybase, Symantec, TIBCO, Vignette and Wipro. The company has offices worldwide.
The Autonomy Group includes: ZANTAZ, the leader in the archiving, e-Discovery and Proactive Information Risk Management (IRM) markets; Cardiff, a leading provider of Intelligent Document solutions; etalk, award-winning provider of enterprise-class contact center products and Virage, a visionary in rich media management and security and surveillance technology.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
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