VPI Taps Autonomy IDOL for Analytics
September 18, 2012
Autonomy vaunts its latest victory in “VPI Selects Autonomy, an HP Company, to Deliver Advanced Speech and Multichannel Analytics.” A global provider of workforce optimization solutions, VPI will soon embed Autonomy’s IDOL Server into its analytics tools VPI Empower and VPI Empower 911. The press release explains:
“Combining Autonomy IDOL with VPI’s context-directed interaction analytics gives enterprises and public safety organizations a more accurate and comprehensive understanding of all their communications activity. All calls to a help desk or emergency center can be automatically classified using VPI’s desktop analytics, which tags valuable data and events from CRM, ERP, CAD, helpdesk and other applications to recorded communications, to provide precise context of the conversations. This allows organizations to provide better and faster customer service and patient care. Managers can also apply speech analytics to any category of interest-such as repeat calls, high value sales, account cancellations or security breaches-increasing speed and accuracy of their search and analysis without having to listen to all calls.”
Headquartered in Camarillo, CA, VPI was founded in 1994. They supply customer experience and workforce optimization solutions for enterprises, trading floors, government agencies, and, perhaps most importantly, first responders. Let’s hear it for anything that makes their jobs faster and easier!
Autonomy, founded in 1996 and now owned by HP, offers solutions that use IDOL to tame mind-boggling amounts of unstructured data. The technology grew from research originally performed at Cambridge University, and now serves prominent public and private organizations around the world.
Cynthia Murrell, September 18, 2012