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Autonomy Wins 2012 North American Frost & Sullivan Award

December 18, 2012

By Deepika Mala, Call Recording World Contributor

The business consulting firm, Frost & Sullivan recently honored Autonomy, an HP company and a major player in software that processes human information or unstructured data, with the 2012 North American Frost & Sullivan Award for Product Differentiation Excellence.

Analytics together with quality monitoring allows companies to enhance customer experience and improve retention. Between 2010 and 2012, the analytics market showed a growth rate of 11.8 percent, which is twice as fast as the overall contact center systems market.

The pioneering meaning-based analytics solution from Autonomy is powered by its Autonomy Intelligent Data Operating Layer. It uses advanced statistical analysis to understand the intent behind the unstructured conversations. QM applications of the solution provide strong results for customer care organizations and help improve their operations.

Autonomy’s solutions offer multi-channel capabilities for optimum customer contact and superior agent skills. The firm, through cloud recording, provides clients with an unlimited and less-expensive storage space for call recordings that can be mined using its speech analytics capabilities.

Officials said that the firm also offers agent screen capture, which is more bandwidth-intensive than call recording, but is done through the cloud; it uses 25 percent less bandwidth.

"Autonomy's solutions offer a comprehensive, flexible, and IT resource-efficient method for seeking, gathering, and analyzing growing volumes of data from a widening array of sources to provide actionable, contextual, and relevant knowledge and insights that can be shared across the enterprise," said Frost & Sullivan Research Analyst Nancy Jamison, in a statement.

She further added: "Built on algorithms rooted in Bayesian Inference and Shannon's Information Theory, Autonomy IDOL is tailored for customization. This allows for solutions specific to verticals, such as healthcare and legal/regulatory that have the stringent requirements for accurate and rapid knowledge-gathering and analysis."

In related TMC news, Autonomy announced that North Shore Credit Union has selected HP Data Protector 7 and HP StoreOnce Catalyst to provide an end-to-end data protection and deduplication solution to back up the bulk of its e-mail, servers, files and virtual environments.

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Edited by Brooke Neuman

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