Meaning Based Contact Center
Autonomy Qfiniti is built on the Autonomy IDOL platform. IDOL leverages advanced mathematical techniques, statistical analysis, and pattern-matching to extract meaning from every interaction you have with customers - including human-friendly formats like phone call recordings, emails, chats, texts, social networks, and video - and allows you to take strategic actions based on a deep understanding of customers, competitors, and markets.
Autonomy Qfiniti delivers an unprecedented level of compliance to email, IM, chat, and audio recordings to ensure all interactions are managed within regulatory and corporate policies. Companies that are required to meet Payment Card Industry Data Security Standards (PCI DSS) can now comply with the requirement that credit card CCV, CVV, and CID codes not be stored after authentication is completed, even in call recordings, if the data is searchable
Qfiniti can be deployed on industry leading servers, such as HP, Dell, and IBM. It also interfaces with the major ACDs and dialers, including Avaya, Nortel, Aspect, Rockwell, Concerto, Aastra Intecom, Alcatel, Cisco, Siemens, NEC, Ericsson, Mitel, and more.
The Autonomy Qfiniti Platform
Autonomy Qfiniti delivers a unified, centrally managed platform for multichannel interaction analysis, real-time agent support, and contact center performance management. By automatically delivering relevant and accessible customer intelligence to the organization, this solution enables businesses to understand the meaning of customer interactions and deliver outstanding customer service across the globe.
- Observe: Call and desktop recording for quality/compliance
- Autonomy Explore: Automated, multichannel customer interaction analytics
- Survey: Integrated customer satisfaction survey
- Advise: Scoring and measurement for evaluation
- Expert: On-line agent coaching and training
- Autonomy Interaction Control Element: Intelligent classification based on agent screen activity