Autonomy Qfiniti enables contact center supervisors to measure, improve and track performance, and manage all contact center data through a centralized system. Qfiniti helps users monitor a wide range of metrics, such as customer satisfaction levels, handle times and effective scheduling, all from a single interface. Supervisors can perform all evaluations and automatically deliver effective training directly to the agents’ desktop, without leaving the Qfiniti user interface.

Multichannel Interaction Recording

The Autonomy Qfiniti suite provides automated recording that can record either all interactions or selective interactions with the business for analysis and review. Qfiniti delivers reliable and robust audio recording, screen capture and online channel connectivity to automate the capture of critical enterprise interactions and related customer data.

Voice and Screen Recording

Autonomy enables businesses to automatically capture all audio and desktop interactions or selectively determine which interactions to record by creating recording plans in the Qfiniti user interface. Autonomy’s Qfiniti recording automatically synchronizes the audio recording with the correlating desktop activity to comprehensively monitor all interactions – audio, desktop applications, email and instant messaging – for quality management, regulatory compliance or risk management.

By delivering multiple recording options and innovative Voice over Internet Protocols (VoIP), Qfiniti can capture, archive and monitor every audio and text-based interaction made between the customer and the organization. Qfiniti delivers a centralized recording interface and manages all recordings in a single data center, making all interactions and their attached screens or metadata available for immediate review.

Quality Monitoring

Autonomy’s Qfiniti Observe delivers reliable recording that incorporates the advanced tools needed in today’s global and multi-site customer service centers. Through a single platform, Qfiniti can record all calls for compliance management, or selectively capture voice and desktop activity for quality assurance. Innovative built-in coaching features, combined with Qfiniti’s evaluation, survey, and training modules, ensure that your business delivers true quality performance.

Real-time Agent Assistance

Assist provides real-time analytics that leverage dynamic data in the enterprise. Assist is a powerful desktop query tool that enables real-time information access for contact center agents. This tool uncovers uncovers results based upon conceptual matches, which is made possible by leveraging the Intelligent Data Operating Layer (IDOL) engine. The IDOL engine identifies patterns that naturally occur in the documents, based on the usage and frequency of words or terms that correspond to specific ideas or concepts. This provides powerful insight into the related concepts without requiring the end user to create complex search criteria or define word relationships in advance.

Virtually any content can be accessed through Assist, via Autonomy’s mature connector framework which supports over 400 repositories and 1,000+ file formats.

Supported content includes:

• Email & Messaging
• Open File Systems
• Records Management
• RDBMS
• Portals, Content management, Collaboration
• Social Media
• CRM and Knowledge Base Systems

Agent Performance Evaluations

Advise is the industry’s most complete system for measuring and evaluating agent performance accurately and consistently. Customized question branching and answer scoring ensures consistency and uniformity across teams, and facilitates trending and root cause analysis. Advise enables quality managers to establish performance criteria to effectively evaluate, analyze and maintain the quality of their agents.

Agent Training and Coaching

Expert delivers targeted training directly to the agent’s desktop for a consistent and cost-effective learning experience. This integrated eLearning technology enables fast course delivery to ensure timely distribution of critical information. Expert provides the tools needed to build skills and knowledge, enhance agent performance, and improve retention and productivity.

Post-Call Customer Surveys

Survey delivers a web-based or IVR-based survey module that provides immediate insight into the customer’s service experience directly following a service call. Autonomy etalk’s survey module enables customers to answer scale-based questions, leave a voice message, or enter free-form text to provide specific feedback on products and services. Qfiniti Survey responses are automatically linked to the recording, interaction, or to an agent evaluation, enabling managers to seamlessly integrate post-call surveys into an active quality monitoring program.

Intelligent Interactions

Autonomy Interaction Control Element (ICE) dynamically monitors desktop activity to capture, tag, classify and control relevant audio, email and IM interactions. ICE enables business and compliance executives to establish customized trigger events that target specific interactions important to the company. ICE is application independent, enabling triggers from a wide-range of mission-critical applications, such as CRM and help desk suites, email and IM systems, and browser-based applications.

Speech Recognition and Analytics

Improving business operations is a challenge for any organization, whether the focus is on enhancing customer service, increasing revenue, or meeting corporate governance policies. As a result of growing expectations across all areas, businesses are adopting next-generation technologies like speech recognition and analytics to automate complex tasks and efficiently meet diverse business needs.

With speech recognition and analytics technology, businesses have begun to leverage voice interactions as a source of relevant and insightful business intelligence for customer analysis, legal compliance, and strategic operations. Autonomy has developed a unique approach to speech analytics that understands the meaning of customer interactions and automates the delivery of relevant intelligence to multiple business units. This technology is the industry’s only conceptually-based solution for speech analytics.

Features:

• Captures and understands the meaning of speech content in audio, video, and customer interactions
• Automates the delivery of relevant customer intelligence to all pertinent business units
• Uncovers trends and issues that definitively impact business performance and operations
• Supports legacy approaches such as phoneme processing and word spotting in addition to conceptual analysis

Features & Benefits

Features:

• Multichannel Interaction Recording: provides voice, screen, and desktop recording, as well as direct connectivity to email and IM systems
• Quality Monitoring: automated interaction recording and playback streamlines complicated monitoring and evaluation processes
• Agent Performance Evaluations: helps quickly identify coaching opportunities
• Agent Training and Coaching: online training tools and integrated coaching supplements classroom and on-on-one training programs
• Post-Call Customer Surveys: automated surveys directly follow a service interaction that provides direct and immediate feedback to the organization

Benefits:

• Identifies and addresses the fundamental issues that impact the customer experience
• Unifies previously disparate contact center, web, and enterprise systems
• Forms a 360-degree view of its customers, employees, and processes to truly optimize the customer experience from all sides

Advantages

Autonomy’s Qfiniti suite includes a full range of components to provide the industry’s most comprehensive suite for contact center management and optimization.

• Collects unprecedented customer insight expressed through opinions, perceptions, and even sentiments
• Automatically analyzes all in-progress and recorded enterprise interactions on a single platform
• Quickly retrieves interactions based on concept and context rather than relying on word-spotting or performing phonetic-based searches