Call Recording Featured Article

VPI Selects Autonomy's IDOL to Deliver Advanced Speech and Multichannel Analytics

September 10, 2012

By Shankar Pandiath, Call Recording World Contributor

Autonomy recently announced that VPI will implant Autonomy's Intelligent Data Operating Layer (IDOL) in its advanced speech and multichannel analytics solutions.

The VPI EMPOWER Web-based workforce optimization solution will utilize IDOL's unique feature to interpret and act on patterns and concepts in all forms of data. VPI customers would be in a better position to act quickly and effectively as VPI's context-directed interaction analytics automatically interpret large volumes of human information that include chats, phone conversations, e-mails, social media,  documents, images, video and websites.

Founded in 1994, VPI Corporation is a global provider of workforce optimization software and services for government agencies, enterprises, responders and trading floors. The VPI EMPOWER software suite integrates call audio and screen recording, multichannel analytics, quality assurance, performance management and conversational virtual call agents.

Autonomy, an HP company, is a global leader in software that processes human information, or unstructured data, including Web pages, e-mail, audio, social media, video and text, etc.

Autonomy's powerful management and analytic tools for structured information is a unique tool for companies seeking to get the most out of their data.

Michael Chang, senior vice president of OEM and Strategic Accounts at Autonomy, said organizations today struggle with how to comprehend massive volumes of unstructured data, particularly in the call center and the emergency centers.

Teaming up with VPI demonstrates yet another powerful way in which IDOL can be applied to help organizations succeed in the human information era.

Mike Mercadante, chief technology officer at VPI, said the firm is committed to providing solutions allowing organizations to manage the powerful benefits of speech and multichannel analytics. Together, he added, VPI and HP technology can offer clients an easy way to uncover valuable insights from their vast amounts of unstructured audio and operational data to rapidly resolve the problem areas that have the most significant impact on quality, performance and compliance.

Combining VPI's context-directed interaction analytics with the Autonomy IDOL would give public safety organizations and enterprises a comprehensive understanding of their entire communication activity.  All calls to a help desk or emergency center can be automatically classified using VPI's desktop analytics, which tags valuable data and events from CRM, ERP, CAD, helpdesk and other applications to recorded communications, to provide precise context of the conversations.

This allows organizations to provide faster and much more efficient customer care service.

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Edited by Braden Becker

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