HP Autonomy Powers Up the Contact Center with Release of HP Qfiniti 10
Deeper HP IDOL integration and two new modules help companies maximize contact center productivity and effectiveness while lowering costs
PALO ALTO, Calif. — HP Autonomy today announced HP Qfiniti 10, the newest version of its contact center management solution, which offers expanded integration with the HP Intelligent Data Operating Layer (IDOL), and features two new modules designed to help companies increase productivity and revenue in the contact center.
The enhancements and new modules in HP Qfiniti 10 simplify complex business processes, increase effectiveness and lower costs in the contact center.
“Many companies now are seeing much of their business value pass through the contact center—whether in the form of direct revenue and sales or the critical matters of reputation management and customer retention,” said Jose Fernandez, chief executive officer, Xentrax. “As a premier partner supporting long-time users of the Qfiniti platform, we very much believe in HP Autonomy’s vision for the contact center.”
HP Qfiniti 10 harnesses HP IDOL to understand the voice of the customer. HP IDOL extracts meaning from all forms of human information, such as audio, text and video. This means that HP Qfiniti 10 can automatically identify patterns in customer communications as well as classify calls and analyze social media traffic—on historical data or in real time.
The two new modules included in HP Qfiniti 10 help automate and simplify key contact center processes:
• HP Qfiniti WorkForce provides intelligent agent scheduling and forecasting, with tools for multiskilled forecasting and scheduling optimization. This increases efficiency and cuts costs while building a more effective agent experience.
• HP Qfiniti Optimize provides desktop analytics and agent guidance. Contact center managers can monitor agent productivity and other key performance indicators, and track and automate key workflows. Front- and back-office functions beyond the contact center also benefit from HP Qfiniti Optimize’s ability to monitor efficiency and identify roadblocks in key workflows.
HP Qfiniti addresses needs across the entire contact center by providing real-time multichannel analytics within a unified workforce optimization solution that uses highly integrated modular components. This offers businesses a flexible solution to meet their needs without driving up their costs.
HP Qfiniti 10 also can feed contact center data directly into the newly released HP Digital Marketing Hub to help marketers get the best out of their customer data and deliver superior business outcomes.
“HP Qfiniti 10 closes the loop for the customer contact center, providing a full set of functions to match all requirements,” said Rafiq Mohammadi, general manager, Marketing Optimization, HP Autonomy. “Because HP Qfiniti is a modular platform, customers can cut their total cost of ownership by getting a solution that best fits their needs.”
Additional information about HP Qfiniti 10 is available at www.autonomy.com/products/qfiniti.
About HP Autonomy
HP Autonomy is a global leader in software that processes human information, or unstructured data, including social media, email, video, audio, text and web pages. Autonomy’s powerful management and analytic tools for structured information, together with its ability to extract meaning in real time from all forms of information, regardless of format, are powerful tools for companies seeking to get the most out of their data.
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