Autonomy Qfiniti

Autonomy Qfiniti is a reliable recording solution that incorporates the advanced tools needed in today’s global and multisite customer service centers. Through a single platform, Autonomy Qfiniti can record all calls for compliance management or selectively capture voice and desktop activity for quality assurance. The platform also includes innovative built-in coaching, real-time agent assistance, evaluation, survey, and training modules to ensure that your business delivers true quality performance.

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.

PCI Compliance

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

Open Architecture

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