Wednesday, 31 January 2007

Autonomy Launches etalk Contact Centre Software in Singapore

Autonomy, provider of infrastructure software for the enterprise, has launched its etalk contact centre solutions in Singapore. Autonomy etalk offers call recording, analysis, and performance improvement solutions that support service and enable customer intelligence for call centres. The recently released Intelligent Contact Centre solutions include functions such as Multi-channel Interaction Analysis, Real-time Agent Support and Contact Centre performance, as per a statement issued by the company.

According to research by Datamonitor, the number of people answering phone enquiries at call centres in the Asia Pacific region is growing at a Compound Annual Growth Rate (CAGR) of 15.1 per cent and is forecasted to reach nearly one million call centres by 2008. Autonomy etalk offers call centre operators the ability to monitor, measure, and understand their agents and customers.

Roger Woolley, Senior Vice President of Marketing and Chief Marketing Officer of Autonomy etalk, said, “The study confirms etalk’s belief that the contact centres in Singapore, and indeed, across Asia Pacific, are ready to adopt platforms which enable recording, analysis, and agent performance improvement in order to compete effectively in global markets.”