Contact Center Solutions Featured Article

February 19, 2008

Autonomy's Etalk Interface Qfiniti now Available

By David Sims


Autonomy (News - Alert) Corporation has announced the immediate availability of Qfiniti Web Access, a thin-client user interface for accessing its etalk Intelligent Contact Center suite.
 
"With no client-side software required, Qfiniti Web Access eliminates installation for user access, and extends customer service compliance and quality management
to globally distributed offices and external business partners," Autonomy officials say.
 
Qfiniti Web Access provides remote users with access to search and playback contact center voice and screen recordings and perform agent performance evaluations from a Web-enabled browser, regardless of location or language spoken.
 
The product uses business rules-based permission settings and security features such as HTTPS, data encryption, and client-side certificates to ensure only authorized users have access to contact center information.
 
Last month Autonomy Corporation announced that "a major global bank" had placed a multi-million dollar order for Autonomy in the area of compliance and regulatory products. The agreement, with an expected value of approximately $70 million as it is rolled out over the next few years, will let the bank "deploy Autonomy's archiving product throughout its operations around the world," company officials say.
 
Autonomy Corporation sells CRM, call center and other products to help "form a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, e-mail, voice or video," officials say.
 
In the July 2007 Forrester report, "Warning: Combine Process Methodology and Technology to Execute Litigation Holds," Barry Murphy wrote that "the U.S. courts show no mercy to organizations that claim ignorance about the processes or technology to preserve potentially relevant information. In the court's eyes, there is simply no excuse for being unable to find information -- whether it be e-mails, instant messages, voicemails, desktop files, or even ERP data -- when requested."
 
Last fall Autonomy announced that version 6 of both its Enterprise Archive Product and Introspect software are now powered by IDOL. Autonomy Zantaz sells the Proactive Information Risk Management products.
 
Information Risk Management is "the act of mitigating the risks endemic to the everyday production of excess amounts of data through intelligent archiving, automated policy management and advanced eDiscovery," according to Autonomy officials.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is The New New Thing: “Hybrid” Deployments for Speech, brought to you by Voxify.
 
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.


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