Autonomy Corporation plc today announced that BioLab, a Chemtura company, has chosen Autonomy etalk solutions to replace its existing systems for BioLab's contact center. BioLab is implementing etalk’s call recording and agent performance evaluation solutions as a means of enhancing productivity and customer support in its contact center.
BioLab provides solutions for recreational water treatment and home cleaning. The company's contact center handles support calls for more than 20 brands of pool and spa products, requiring agents to provide timely and consistent service to the organization’s numerous clients.
“The Autonomy etalk solution is a wonderful asset to the BioLab team, as it enables managers to provide agents with the mentoring and development they need to improve their overall performance, from soft skills to first-call resolution rates. It is extremely important to us that the contact center is a valuable resource for our clients, and with this tool, BioLab can more effectively monitor, evaluate, and enhance the service our customers receive,” said Brian Teany, director of Business Operations Management, Chemtura.
“Biolab is dedicated to providing its customers with a high level of service, and we are thrilled that Autonomy etalk was chosen to help in its efforts to enhance call quality and contact center performance,” said Scott Shute, Autonomy etalk’s CEO.
According to Autonomy etalk, the Intelligent Contact Center makes it possible for organizations to capture, share and analyze critical structured and unstructured data that flows through the contact center, allowing for bidirectional sharing of that data with the rest of the enterprise. This is accomplished through a combination of multichannel interaction analysis, real-time agent support and contact center performance management, including tools for call recording, quality monitoring, agent performance evaluations, e-learning and customer surveys.
For more information, visit
www.etalk.com.
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