Briefs

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.

Read more.