Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Enterprise I.T.
24/7/365 Network Uptime
Average Rating:
Rate this article:  
HP Autonomy Rolls Out Next-Gen Contact Center
HP Autonomy Rolls Out Next-Gen Contact Center

By Barry Levine
October 21, 2013 2:00PM

    Bookmark and Share
The Qfiniti 100 contact center management solution closes the loop for the customer contact center in that it offers a complete set of functions for requirements, and its modularity allows customers to save money by getting the solution that best fits their needs, said HP Autonomy's Rafig Mohammadi.
 



The newest version of HP Autonomy's contact center management solution, the Qfiniti 100, is being rolled out. The new release offers two new modules designed to increase contact-center productivity and revenue. The new solution also expands its integration with the HP Intelligent Data Operation Layer, otherwise known as IDOL.

IDOL is HP’s next-gen information platform for extracting usable “voice of the customer” insight from structured and unstructured data. The company said that through its use of IDOL, the latest Qfiniti automatically identifies patterns in customer communications, including phone calls or social media traffic, in either real time or on historical data. Through these insights, HP said, companies can foster customer loyalty, reduce churn and increase customer lifetime value.

Tools in Qfiniti 10 include those for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying, desktop analytics and multi-channel analytics.

WorkForce, Optimize

All phone calls are recorded for compliance management, and voice and desktop activity can be monitored on a selective basis for quality control. To assist in performance evaluation, there’s also built-in coaching, real-time assistance, evaluation, surveys, and training modules. Automated surveys can be conducted after interactions with customer service agents, with feedback obtained from a Web-based survey or with IVR (interactive voice response).

One of the new modules, WorkForce, delivers scheduling and forecasting of agents’ time, and employs tools for forecasting and optimization of skills and scheduling. HP said the module can increase efficiency and drop costs, while getting a better performance from agents because they can work more efficiently.

The Optimize module offers desktop analytics and agent guidance for monitoring agent productivity and other indicators, and for tracking and automating workflows. The module can also identify workflow roadblocks involving front- and back-office functions.

Assistance to agents can be offered in real-time, to improve upselling and cross-selling opportunities, improve the rates of first-contact issue resolution, lower training costs, and improve agent effectiveness.

‘Closes the Loop’

Rafig Mohammadi, general manager of Marketing Optimization for HP Autonomy, said in a statement that Qfiniti 100 “closes the loop for the customer contact center” in that it offers a complete set of functions for requirements, and its modularity allows customers to “cut their total cost of ownership by getting a solution that best fits their needs.”

One of the loops Qfiniti closes is feeding contact center data directly into HP’s newly released Digital Marketing Hub. Announced last week, the hub combines technologies from HP Autonomy, HP Vertica and HP Labs to create a cloud-based, real-time analysis of massive amounts of customer data. A variety of independent software vendors and digital marketing vendors are integrated with the hub, including BlueKai, Digital River, ExactTarget, and Marketo. The hub also utilizes the IDOL data processing engine.

In July, HP Autonomy announced it was partnering with Workforce Management Sofware Group, whose Community workforce management solution is used in Qfiniti to improve personnel efficiency and productivity.
 

Tell Us What You Think
Comment:

Name:





 Enterprise I.T.
1.   BlackBerry BES 10 Now Hosted
2.   Teaming Up: CIOs, IT Asset Managers
3.   Juniper DDoS for High-IQ Networks
4.   IBM Rolls Out Hybrid Cloud Services
5.   Windows 7 Ends Mainstream Support


advertisement
Backlash Stirs Against H-1B Visas
Debate over foreign workers continues.
Average Rating:
IBM Rolls Out Hybrid Cloud Services
Based on SoftLayer net infrastructure.
Average Rating:
Windows 7 Ends Mainstream Support
But extended support still available.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 

Mobile Technology Spotlight
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Is the Amazon Fire Phone a Winner?
A late entry into a packed category of smartphones, Amazon's Fire phone offers a variety of unique features. Now, the reviewers are assessing if they're enough to make the phone stand out.
 
Review: Amazon Fire Offers New Ways To Use Phones
The Fire phone uses Android, but Amazon has modified it to the point that it's barely recognizable. That means the phone offers new ways to navigate, discover and, of course, shop.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.