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March 18, 2008

Autonomy's Etalk Picked for BioLab Contact Center

By David Sims
TMCnet Contributing Editor

Autonomy (News - Alert) Corporation, a vendor of infrastructure software, has announced that BioLab, a Chemtura company, has selected Autonomy etalk products to replace its existing systems in the contact center.
BioLab is implementing etalk's call recording and agent performance evaluation products for customer support in its contact center. The firm sells products for recreational water treatment and home cleaning, and the contact center handles support calls for more than 20 brands of pool and spa products.
Scott Shute, Autonomy etalk's chief executive officer, said the company's Intelligent Contact Center product "makes it possible for organizations to capture, share and analyze critical structured and unstructured data that flows through the contact center, allowing the bi-directional sharing of that data with the rest of the enterprise."
This is accomplished, he said, via a combination of multi-channel interaction analysis, real-time agent support and contact center performance management, including tools for call recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys.
A little over a week ago Autonomy's Zantaz, a vendor of archiving, eDiscovery and Proactive Information Risk Management product, claimed that its Digital Safe on-demand compliance and eDiscovery archival product has "the largest amount of data under management."
Using Autonomy's IDOL search engine, Zantaz claims the unique position of being "the only service provider to create a consolidated archive of all information sources, including e-mail and IM, voice video, and enterprise systems."
Hosted services for e-mail archiving provide massive storage capacity and scalability, along with the management and maintenance, for huge volumes of information and records that organizations are required to archive by regulations including SEC (News - Alert) Rule 17a-4. Autonomy Zantaz Digital Safe is marketed as helping organizations meet the supervision, records retention and retrieval requirements of these industry and government regulations.
"With the increase in volume and variety of message formats in today's enterprises, including instant messages and voice-mails, it has become mission-critical for organizations to select an effective enterprise archiving product that can help them to better understand the corporate value and legal significance hidden within their information," said Anthony Bettencourt (News - Alert), CEO of Autonomy Zantaz.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is End-to-end Billing and Network Management, brought to you by Comarch (News - Alert).

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.


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