Autonomy etalk solutions from QPC have helped to pioneer the automation of quality monitoring and agent assessment using a call recorder for over 10 years. This legacy of innovation has been built upon with Autonomy etalk Qfiniti which today also encompasses a call logger for compliance purposes, a customer survey system, speech analytics and interaction assistance. This suite of solutions work together to automate and simplify many more of the call centre and contact centre processes needed to reduce operating costs and improve customer service and sales.

Solution Overview
Autonomy etalk Qfiniti is an enterprise platform that helps global, multi and single site operations consistently deliver outstanding customer service and ensure regulatory compliance. This unified and scalable infrastructure provides a call logger and call recorder with a screen recorder to capture call / desktop events and then evaluate and analyse these activities. Combined with Autonomy etalk Qfiniti's intelligent speech analytics, interaction assistance and customer survey tools, the solution suite enables call centres and contact centres to improve performance throughout the enterprise.

Qfiniti Advise - works with Observe to streamline the assessment process using call handling guidelines and improve the precision of quality measurement processes.

Qfiniti Observe - interaction recording featuring telephone recording and call logging with business rules (CTI) and screen capture for quality monitoring and compliance logging.

Qfiniti Observe EasyLink - use your customer service applications to start / stop recording, attach data and re-classify recordings, quickly and easily.

Qfiniti Survey - customer surveys that can be linked to agent evaluations to incorporate the customer's view.

Qfiniti Explore - speech analytics to automatically understand the content of recorded calls and improve quality, compliance, business processes, sales and marketing.

Qfiniti Assist - interaction assistance enabling faster and more effective service and sales by giving agents quicker and better access to information during customer interactions.