HP Autonomy (News - Alert), a provider of information management and analytics technologies, has unveiled the latest version of its contact center management solution, HP Qfiniti 10, featuring deeper integration with the HP Intelligent Data Operating Layer (IDOL).

With HP IDOL integration, HP Qfiniti 10 extracts the meaning from all forms of human information such as audio, text and video. The solution can automatically identify patterns in customer communications, the company said, as well as classify calls and analyze social media traffic in real time or using historic data.

HP Qfiniti 10 also features new modules, HP Qfiniti WorkForce and HP Qfiniti Optimize, designed to help companies maximize contact center productivity and effectiveness while lowering costs.  

HP Qfiniti WorkForce is characterized by its ability to provide intelligent agent scheduling and forecasting, with tools for multi-skilled forecasting and scheduling optimization. HP Qfiniti Optimize, meanwhile, provides desktop analytics and agent guidance, allowing contact center managers to monitor agent productivity and other performance indicators while tracking and automating key workflows.

With real-time multichannel analytics integrated into a unified workforce optimization solution, HP Qfiniti 10 aims to provide businesses with a flexible solution to meet their needs without driving up costs.  Additionally, the solution can feed contact center data directly into the newly released HP Digital Marketing Hub to help marketers get the best out of their customer data.

The HP Digital Marketing Hub enables marketers to personalize audience experiences based on real-time analysis of information from multiple customer touch points. It incorporates technologies from HP Autonomy with HP’s Big Data and analytics software products, such as HP Vertica and HP Labs, and leverages the HP Converged Cloud, which delivers advanced analytics to marketers through a cloud-based interface.

"HP Qfiniti 10 closes the loop for the customer contact center, providing a full set of functions to match all requirements," said Rafiq Mohammadi, general manager, Marketing Optimization, HP Autonomy. "Because HP Qfiniti is a modular platform, customers can cut their total cost of ownership by getting a solution that best fits their needs."