CIO Today

CIO Today Network Sites:   Top Tech News  |   CIO Today   |   Mobile Tech Today   |   Data Storage Today
Daily Briefing for Technology's Top Decision-Makers
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Thursday, April 17th 
24/7/365 Network Uptime!
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Trending Topics:   Security Heartbleed Big Data Cloud Computing Windows XP Data Centers OS X Mavericks
Home
Enterprise Software
Enterprise Hardware
Big Data
Network Security
Cloud Computing
CRM Systems
Data Storage
Operating Systems
Communications
CIO Issues
Mobile Tech
Chips & Processors
World Wide Web
Business Briefing
After Hours
Press Releases
 
Free Newsletters
Top CIO News
 
Mobile Tech Today
 

Enterprise Software

HP Autonomy Rolls Out Next-Gen Contact Center

HP Autonomy Rolls Out Next-Gen Contact Center
October 21, 2013 2:00PM

Bookmark and Share
The Qfiniti 100 contact center management solution closes the loop for the customer contact center in that it offers a complete set of functions for requirements, and its modularity allows customers to save money by getting the solution that best fits their needs, said HP Autonomy's Rafig Mohammadi.

Your Next Generation Data Center Is Here! Vblock™ Systems: the world's most advanced converged infrastructure are built on the Cisco Unified Computing System with Intel® Xeon® processors. Vblock™ Systems deliver extraordinary time to market, ROI and TCO, and flexibility to meet your continually changing demands with 5X faster deployment, 96% less downtime, and 1/2 the cost. Click here to learn more.

The newest version of HP Autonomy's contact center management solution, the Qfiniti 100, is being rolled out. The new release offers two new modules designed to increase contact-center productivity and revenue. The new solution also expands its integration with the HP Intelligent Data Operation Layer, otherwise known as IDOL.

IDOL is HP’s next-gen information platform for extracting usable “voice of the customer” insight from structured and unstructured data. The company said that through its use of IDOL, the latest Qfiniti automatically identifies patterns in customer communications, including phone calls or social media traffic, in either real time or on historical data. Through these insights, HP said, companies can foster customer loyalty, reduce churn and increase customer lifetime value.

Tools in Qfiniti 10 include those for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying, desktop analytics and multi-channel analytics.

WorkForce, Optimize

All phone calls are recorded for compliance management, and voice and desktop activity can be monitored on a selective basis for quality control. To assist in performance evaluation, there’s also built-in coaching, real-time assistance, evaluation, surveys, and training modules. Automated surveys can be conducted after interactions with customer service agents, with feedback obtained from a Web-based survey or with IVR (interactive voice response).

One of the new modules, WorkForce, delivers scheduling and forecasting of agents’ time, and employs tools for forecasting and optimization of skills and scheduling. HP said the module can increase efficiency and drop costs, while getting a better performance from agents because they can work more efficiently.

The Optimize module offers desktop analytics and agent guidance for monitoring agent productivity and other indicators, and for tracking and automating workflows. The module can also identify workflow roadblocks involving front- and back-office functions.

Assistance to agents can be offered in real-time, to improve upselling and cross-selling opportunities, improve the rates of first-contact issue resolution, lower training costs, and improve agent effectiveness.

‘Closes the Loop’

Rafig Mohammadi, general manager of Marketing Optimization for HP Autonomy, said in a statement that Qfiniti 100 “closes the loop for the customer contact center” in that it offers a complete set of functions for requirements, and its modularity allows customers to “cut their total cost of ownership by getting a solution that best fits their needs.”

One of the loops Qfiniti closes is feeding contact center data directly into HP’s newly released Digital Marketing Hub. Announced last week, the hub combines technologies from HP Autonomy, HP Vertica and HP Labs to create a cloud-based, real-time analysis of massive amounts of customer data. A variety of independent software vendors and digital marketing vendors are integrated with the hub, including BlueKai, Digital River, ExactTarget, and Marketo. The hub also utilizes the IDOL data processing engine.

In July, HP Autonomy announced it was partnering with Workforce Management Sofware Group, whose Community workforce management solution is used in Qfiniti to improve personnel efficiency and productivity.

Tell Us What You Think
Comment:

Name:



 Enterprise Software
1. Android Gets Chrome Remote Desktop
2. NSC Backs Disclosing Vulnerabilities
3. Silverpop: IBM Marketing Gets Personal
4. Google Expands Virus Scans to All Apps
5. VMware Horizon 6 Folds In AirWatch




 Most Popular Articles
1. BlackBerry Drops T-Mobile After Nasty Spat
2. Will Satya Nadella Launch an Office for iPad?
3. Google Unveils Android Wear for Smart Watches
4. Cisco, IBM Launch Internet of Things Consortium
5. Salesforce CRM Gets Industry Specific for Internet of Customers

Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Google Street View Unravels CAPTCHAs
  Yahoo COO Gets $58M Parting Gift
  Teen Arrested for Heartbleed Hack
  Android Gets Chrome Remote Desktop
  Malware Targets Facebook Users

 Technology Marketplace

Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
Cloud Computing
BMC's I.T. solutions unleash the power of your business
Next Generation Data Center Is Here! Vblock™ Systems from VCE
 
Contact Centers
HP delivers the future of the contact center with HP Qfiniti 10.
 
Data Storage
Next Generation Data Center Is Here! Vblock™ Systems from VCE
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Enterprise Hardware
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Enterprise I.T.
BMC's I.T. solutions unleash the power of your business
 
Hardware
Protect your network with APC Smart-UPS battery backup
 
Network Security
Protect your network with APC Smart-UPS battery backup
 

Network Security Spotlight
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 
Canadian Teen Arrested for Heartbleed Hack
One week after the OpenSSL Heartbleed vulnerability was unveiled, Canadian authorities have made the first arrest -- a London, Ontario teenager -- connected to exploiting the security hole.
 
IBM Offers Security, Disaster Recovery as SoftLayer Service
New disaster recovery and security services for SoftLayer clients are being added by IBM. Big Blue said the new capabilities will speed cloud adoption by alleviating concern over business continuity.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Google Releases Chrome Remote Desktop App for Android
You're out on a sales call, and use your Android mobile device to grab a file you have back at the office on your desktop. That's a bit easier now with Google's Chrome Remote Desktop app for Android.
 
Amazon 3D Smartphone Pics Leaked
E-commerce giant Amazon is reportedly set to launch a smartphone after years of development. Photos of the phone, which may feature a unique 3D interface, were leaked by tech pub BGR.
 
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 billion, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.
 

Navigation
CIO Today
Home/Top News | Enterprise Software | Enterprise Hardware | Big Data | Network Security | Cloud Computing | CRM Systems
Data Storage | Operating Systems | Communications | CIO Issues | Mobile Tech | Chips & Processors | World Wide Web
Business Briefing | After Hours | Press Releases
Also visit these Enterprise Technology Sites
Top Tech News | CIO Today | Mobile Tech Today | Data Storage Today

Services:
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About CIO Today Network | How To Contact Us | Article Reprints | Services for PR Pros (In partnership with NewsFactor) | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 CIO Today. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.