Based on its recent analysis of the contact center analytics market, Frost & Sullivan recognizes Autonomy, an HP Company, with the 2012 North American Frost & Sullivan Award for Product Differentiation Excellence. Analytics, coupled with quality monitoring (QM), has become a hot product as it enables companies to enhance customer experience and improve retention, which is crucial in today's slow-growth economy Autonomy's pioneering meaning-based analytics solution and its QM applications provide strong results for customer care organizations and help improve their operations.
With a compound annual growth rate (CAGR) of 11.8 percent between 2010 and 2017, the analytics market is growing twice as fast as the overall contact center systems market, which is expected to have a CAGR of 5.9 percent for the same period. In fact, the North American analytics market will more than double in revenues to reach $255 million in 2017 from $118 million in 2010. Being a top-tier vendor in analytics involves expertise in harnessing data from disparate sources to monitor agent performance, leveraging critical "voice of the customer" (VOC) information to assist with retention, offering multi-channel capabilities for optimum customer contact, and superior agent skills. Autonomy's solutions offer all of these capabilities in addition to several unique features.
For instance, through cloud recording, Autonomy offers clients unlimited and less-expensive storage space for call recordings that can be mined using its speech analytics capabilities. Autonomy also offers agent screen capture, which is more bandwidth-intensive than call recording, but done through the cloud; it uses 25 percent less bandwidth.
Similarly, Autonomy's meaning based-based offering, powered by its Autonomy Intelligent Data Operating Layer (IDOL) uses advanced statistical analysis to understand the intent behind the unstructured conversations. It stresses relevance, not just accuracy, looking at the relationship between content, sentiment, and emotion to automatically draw conclusions and deliver them to the analysts. It examines related concepts, hot and breaking, clusters, and social maps, which allows analysts to visualize the key hot themes.
"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. "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."
Further, IDOL can intelligently ingest and understand recorded customer calls and even tie social media into its analytics engine through connectors to Facebook, Twitter, and other sites using Radian6, or its own Autonomy Media Aggregation Service. It permits contact centers to set out rules, thus bypassing the need for a separate social monitoring and analysis solution for each department. IDOL 10, released last year, has Autonomy's unstructured data processing and understanding capabilities integrated with a real-time analytics engine for extreme structured data from the HP-owned Vertica.
"Finally, backing up IDOL is its immense and efficient scalability," observed Jamison. "Autonomy employs a modular distributed architecture; a single IDOL engine can support approximately 30 million documents on a 32-bit platform, rising to over 250 million documents on a 64-bit platform. It can index over 60 gigabytes an hour and execute over 2,000 queries per second. Yet, it has a footprint of less than 30 percent of the original file size. This, in itself, is one of the key issues the analytics industry has struggled with for years and that Autonomy has overcome."
In recognition of the innovative features that cater to evolving end-user needs and garner high customer satisfaction rates, Autonomy is the worthy recipient of the 2012 North American Frost & Sullivan Award for Product Differentiation Excellence in the contact center analytics market. Each year, Frost & Sullivan presents this award to the company that has developed a product with unique features/functionality as well as high quality for customers with complex needs. The award lauds the degree of the product's customization and the fit for evolving market trends, which ultimately results in a strong brand perception of the product as being unique.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
Autonomy (autonomy.com), an HP Company, is a global leader in software that processes human information, or unstructured data, including social media, email, video, audio, text and web pages, etc. 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, is a unique tool for companies seeking to get the most out of their data. Autonomy's product portfolio helps power companies through enterprise search analytics, business process management and OEM operations. Autonomy also offers information governance solutions in areas such as eDiscovery, content management and compliance, as well as marketing solutions that help companies grow revenue, such as web content management, online marketing optimization and rich media management.
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