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 , 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.
All phone calls are recorded for 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 -based, real-time analysis of massive amounts of customer data. A variety of independent vendors and 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.