Todays contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer-centric marketplace. Autonomys innovative Intelligent Data Operating Layer (IDOL) technology reigns in unstructured information so that companies can finally access and manage all of their information, not just the information that fits neatly into fixed databases. This white paper discusses Qfiniti Explore and the technology behind it, and its benefits for the contact center.
etalk users of Advise, Observe, Expert and Survey realized significant cost savings when they automated functions formerly performed manually or by third-party companies. The advantages of automated training, evaluation and customer satisfaction measurement are enormous, when factors such as downtime, repetition, human error and outsourcing are taken into consideration. This paper published by etalk details result of a survey conducted of etalk users examines the cost-effectiveness and cost savings realized by etalk customers employing the use of etalk contact center technology to automate these functions.