Autonomy Corporation plc., a global provider of infrastructure software for the enterprise, has announced the immediate availability of Qfiniti Web Access.
An enhanced secure and robust thin-client user interface, the Qfiniti Web Access is used for accessing Autonomy’s etalk Intelligent Contact Center solutions suite. No client-side software is required and this the Qfiniti Web Access can eliminate the time-consuming installation for user access.
Qfiniti Web Access is also designed to extend customer service compliance and quality management to globally distributed offices and external business partners in the most cost-effective manner.
Remote users can rely on Qfiniti Web Access for direct access to search and playback contact center voice and screen recordings, as well as to perform agent performance evaluations from Web-enabled browsers, regardless of location or language spoken.
This solution employs 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.
Qfiniti Web Access, and the entire Qfiniti suite, are capable of automatically detecting the agent or user’s language in the browser and display the interface in more than 15 languages.
"Tools like Qfiniti Web Access are essential in an industry where operations are often distributed among multiple sites and sources. Qfiniti Web Access provides an alternative for companies that need to expand the scope of the contact center and incorporate other business units into compliance or quality assurance management," said Scott Shute, CEO of Autonomy etalk, in a Tuesday statement.
Qfiniti Web Access is designed to enable users to search for and play back the recordings through their Internet or Intranet
connection. Users can complete agent evaluation scorecards, attach classification, recording, or coaching note, and leverage integrated question-branching functionality for root-cause analysis.
This functionality enables users to more easily share contact center data with senior management or business partners, as well as leverage the recordings in training rooms, and connect remote employees.
With Autonomy etalk’s Intelligent Contact Center, organizations are better able to capture, share and analyze critical structured and unstructured data that flow through the contact center.
Bi-directional sharing of data is possible through a combination of multi-channel interaction analysis, real-time agent support and contact center performance management, including tools for call recording, quality monitoring, agent performance evaluations, eLearning and customer surveys.
The full integration and bi-directional sharing of information and data throughout the enterprise is essential in order to maximize the benefit that the contact center was meant to provide.
These customer service centers are no longer merely cost-based call centers. Contact centers are now used to service the customer, sell additional products and services, and gather valuable customer and industry information.
To achieve optimal performance and to use this information to advance the company, a solution like the Qfiniti Web Access is necessary to ensure complete sharing of information. Not only can such activity benefit the overall organization, it can also lead to the provision of a more satisfying experience for the customer.
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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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