Autonomy, a provider of infrastructure software for the enterprise, has released a new customer interaction analytics application Autonomy Explore, which connects to all customer touchpoints including web, contact centre, social media and email for understanding of customer and customer segment.
The company claims that the new application, which is powered by its meaning-based technology platform, understands both unstructured and structured data gleaned from all direct and indirect touchpoints. It analyses results to form an all-inclusive voice of the customer and allows businesses to connect to and understand any type of customer interaction.
In addition, the meaning-based approach to multichannel customer interactions supports a range of business applications including, voice of the customer, brand reputation management, cross-channel optimisation, speech analytics, customer experience analytics, customer interaction survey, real-time topic indexing, fraud and risk mitigation and social media monitoring.
According to Autonomy, the customer interaction analytics application detects the sentiment of the customer by analysing the concepts and patterns communicated across each touchpoint, to effectively engage with that customer and other customers from the same segment. It also includes capabilities such as contextual-based concept understanding, automated reporting and workflow, idea clouds and cluster map visualisations and role-dependent views and access.
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In addition, the new application automatically categorises concepts in relationship to one another; understands emotion associated with each interaction asset and asset component and delivers new concepts. It has more than 400 available connectors to internal, external and public data sources and facilitates with time or duration-oriented topic reporting for mapping against campaign or competitor milestones, the company said.
Andrew Joiner, CEO of Autonomy etalk, said: Autonomy Explore is an innovative solution that leverages our core strengths in understanding the meaning of all forms of information, as well as our market-leading web content management and contact centre solutions, in order to help businesses develop more engaging and profitable customer relationships.
