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'Enterprise Information Value Chain' Transformed with Intelligent Contact Center from Autonomy
 TMCnet Contributing Editor
The contact center is about to become more intelligent, thanks to Autonomy Corporation. The provider of infrastructure software for the enterprise and proponent of meaning-based computing has introduced its Intelligent Contact Center solution, designed to support the development of cutting-edge voice technologies.
Responding to a greater need for expanded functionality in contact center applications, Autonomy has enhanced its etalk Contact Center portfolio to include advanced intelligence-based functions such as multi-channel interaction analysis and real-time agent support.
Autonomy has a vision for the Intelligent Contact Center to be a key part of the overall enterprise information value chain. The company views this product enhancement as a reflection of its efforts to transform the contact center from a cost center into a profit center.
The Intelligent Contact Center goes beyond traditional approaches that include processes such as quality recording and workforce and performance analysis. Instead, this product provides the ability to capture, share and analyze the critical structured and unstructured data that flows through the contact center in such forms as text, e-mail, IM, audio or video.
It then facilitates the bi-directional sharing of that data with the rest of the enterprise. As a result, operational performance is enhanced, better customer support is provided and actionable business insight is available.
“Enterprises today are looking for ways to extract real business value from the contact center by leveraging it to gain greater insight into customer attitudes, behaviors and trends,” said Jim Davies, principal analyst at Gartner ( News - Alert), in a statement on Wednesday.
Davies continued: “At the same time, the contact center is now handling multiple types of interactions with customers – from email, to IM and chat, as well as traditional voice. Being able to process and analyze all of those interactions enables a more holistic understanding of the customer experience to be achieved.”
Intelligent Contact Center is comprised of three elements:
Multi-channel interaction analysis – provides the ability to capture and analyze the meaning of customer interactions across multiple communication channels. The company’s etalk capabilities can cover structured and unstructured data and includes advanced speech analytics and sentiment analysis to gain true customer insight. The system captures and intelligently processes every recorded voice transaction, as well as every element within those recordings to make the information searchable.
Real-time agent support – delivers real-time and relevant intelligence directly to the agent’s desktop. etalk Assist uses advanced speech recognition technology to understand the customer conversation and link to the organization’s knowledge systems to provide fast and accurate information to the agent in real-time.
Contact center performance – delivers call recording, quality management and compliance, eLearning, surveys and contact center performance management.
Autonomy has done well to recognize the functionality that can transform the contact center into an intelligent center that provides customers with quick and accurate information. The technology, as presented, sounds as though it can make even the most untrained and unskilled agent excel in his or her position.
While all of the capabilities of the Intelligent Contact Center will meet a tremendous need in the industry, one has to wonder what the contingency plan is in the event that the system fails or that certain analysis pieces do not perform as expected.
Can the center, for instance, completely rely on the application’s ability to analyze customer tone and inflection to deliver to the agent desktop exactly what the customer needs? If it truly does, will these centers then cut back on training agents as the system will perform certain tasks for them, putting them at risk of a decline in customer service when the system is not available? It will be interesting to discover how these issues are addressed with Autonomy implementations.
Want to learn more about call centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
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