Contact Center Management

Autonomy helps businesses achieve optimal customer service and drive customer engagement from their contact centers by leveraging its ability to uncover unprecedented customer insight expressed through opinions, perceptions, and even sentiments. By automatically analyzing all in-progress and recorded interactions inside and outside the enterprise on a single enterprise platform, business managers can resolve critical issues and ensure the information being delivered to customers is targeted, relevant, and accessible.

Autonomy delivers an integrated workforce optimization suite that enables contact center supervisors to measure, improve and track performance, and manage all contact center data through a centralized system. Users can monitor a wide range of metrics such as customer satisfaction levels, handle times, and effective scheduling, all from a single interface. Performance assessments and effective training can be deployed directly to an agent’s desktop.

Autonomy Qfiniti represents a full suite of contact center tools that work together in a seamless flow to improve efficiency and enhance the quality of service being delivered. It leverages Autonomy SoftSound, a leading speech recognition engine, to deliver the most accurate results.

Solutions for Financial Services Firms

Banks, trading floors, and financial service institutions use total call recording to minimize risk, resolve customer disputes, and adhere to federal and internal compliance policies such as:

• Basel II
• Sarbanes-Oxley Act
• Patriot Act
• Anti-Terror and Money Laundering regulations
• SEC Rule 17a-4
• Chinese Walls
• Stock 'Watch List' or 'Black List'

Although the regulations for capturing and storing interactions vary within the financial industry, proactive voice monitoring is becoming a standard in financial and trading floor activities in order to identify and prevent fraudulent transactions.

Learn more about Autonomy's contact center solutions for financial services.