KDnuggets : News : 2007 : n16 : item32 < PREVIOUS | NEXT >


Autonomy etalk software includes speech analysis and trend identification

By Larry Barrett, August 6, 2007

Autonomy today unveiled the latest version of its etalk Intelligent Contact Center software, incorporating speech analysis and trend-identification features to its core call-recording and storage functionality.

As companies continue to mine unstructured data from blogs, customer e-mails, chat rooms and garden-variety calls to their customer service lines for feedback, they face the daunting challenge of analyzing and organizing all this noise in a way that allows them to address customer needs and react to them in a timely fashion.

By combining speech analytics software with trend-identification and clustering components, Autonomy said its latest offering will help companies separate the wheat from the chaff in real-time to drive sales, improve customer service and understand, rather than simply document, each customer interaction.

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