Autonomy, an HP Company, today announced that VPI, a global provider of workforce optimization solutions, will embed Autonomy’s Intelligent Data Operating Layer (IDOL) in its speech and multichannel analytics solutions.
The VPI Empower and VPI Empower 911 workforce optimization solutions will leverage IDOL’s unique ability to recognize and act on concepts and patterns in all forms of data. By automatically understanding the meaning within massive volumes of human information – including phone conversations, chats, emails, documents, social media, video, images, and websites – VPI customers can act much more quickly, decisively, and effectively.
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.
“VPI is committed to providing solutions that enable organizations to leverage the powerful benefits of speech and multichannel analytics,” said Mike Mercadante, chief technology officer, VPI. “Together, VPI and HP technology offers clients an easy way to uncover valuable insights from their vast amounts of unstructured audio and operational data to rapidly resolve the problem areas that have the most significant impact on quality, performance and compliance.”
“Organizations today struggle with how to comprehend massive volumes of unstructured data, and nowhere is this more critical than in the call center and the emergency center,” said Michael Chang, senior vice president, OEM and Strategic Accounts, Autonomy, an HP Company. “Teaming up with VPI demonstrates yet another powerful way in which IDOL can be applied to help organizations succeed in the human information era.”
Founded in 1994, VPI is a global provider of customer experience and workforce optimization software and services for enterprises, government agencies, trading floors and first responders. VPI’s VPI EMPOWER Web-based software suite integrates call audio and screen recording, quality assurance, multi-channel analytics, performance management, E-learning and conversational virtual call agents. For more information, visit http://www.VPI-corp.com.
Autonomy, 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. Please visit www.autonomy.com to find out more.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at http://www.hp.com.