Qfiniti Explore delivers a conceptual understanding of customer calls that automatically spots relevant trends within your contact centre and across your business using intelligent speech analytics. Through unique SmartView searching capabilities and call clustering, Explore uncovers the wealth of information tucked away in customer interaction recordings. Explore provides the most comprehensive speech analytics solution tailored to your business needs.

• Real-time notification for immediate customer intervention and coaching
• Automates trend spotting to help enhance product and service offerings, sales and marketing programs and the evaluation of corporate policies and processes
• Quickly provides visibility to call recordings for customer intelligence, business process automation and quality monitoring
• Saves significant time and cost over manual call monitoring

Broad Applications
Customers will tell you a lot, if you listen. In today's competitive marketplace, smart companies mine their contact centre recordings to glean information about service, satisfaction and agent performance. But the smartest companies are now also leveraging automated speech analytics to accomplish a great deal more. Explore lets you extend the power of speech analytics beyond the contact centre environment to benefit your entire organisation. By delivering rapid access to precise and accurate customer information, Explore gives you enterprise wide insight into contact centre interactions:

• Customer satisfaction
• Script adherence
• Agent training
• Call handling / resolution
• Sales effectiveness
• Marketing campaigns
• Competitive research
• Win / loss analysis
• Regulatory compliance
• Risk and liability

Conceptual Understanding
Explore takes advantage of the proven Intelligent Data Operation Layer (IDOL) engine from Autonomy, the leader in managing unstructured data, to form an understanding of the content in a call similar to the way a human understands information - with context. Having a conceptual understanding means that Explore can distinguish between calls using the same words but with entirely different meanings. Using unique pattern matching techniques, Explore can find calls that would otherwise have been missed because specific words or phrases were not mentioned in a conversation. The efficiency of the IDOL engine ensures that Explore can deliver value across large volumes of customer calls within an enterprise, helping to understand the customer across multiple globally distributed contact centres

Smarter Searching
SmartViews allow a user to create search criteria that can be saved for repeated use and easily refined. These can be 'trained' by specific examples of recordings with desired characteristics, as well as by using basic search criteria. This greatly reduces complications associated with using Boolean rules or search terms. In contrast, using Boolean rules for script adherence requires a user to maintain all the possible ways to find the requested material and manage a large amount of "and" and "not" rules.

SmartViews can be created to uncover the conceptual understanding of terms without having to know all of the possible alternatives beforehand. A user can also receive alerts as new content arrives, providing pinpoint access to the results for coaching, research or investigation.

Trend Spotting and Real-Time Notification
With functionality that can automatically find related concepts, Explore provides an immediate pulse on hot customer issues. Explore delivers the ability to automatically identify calls and instantly notify supervisors of their availability. This brings forward any hot topics being discussed by customers that may have otherwise gone undetected. With the power to group similar concepts, Explore can uncover customer, operational, or training opportunities for more proactive improvement.

Enterprise Platform
Explore is delivered through the unified interface of the Qfiniti enterprise platform. In addition to speech analysis, related quality management tasks such as quality monitoring, evaluation, coaching, reporting, and eLearning can be managed through this single, easy to use solution. Explore seamlessly integrates with legacy recording platforms as well.

Continuous Innovation and Research
etalk Explore is the only speech analytics solution that uses self developed technology. As part of the Autonomy family, etalk has the power to accelerate the development of speech applications through research at Cambridge University.

Agent Script Adherence
Explore strengthens quality monitoring initiatives in regard to consistency, customer satisfaction and compliance. Explore can compare agent conversations with scripts to find deviations from policy and automatically alert supervisors. No longer must a user analyse large amounts of data to find issues that can be resolved through training and development.

Finding the Right Call
Explore offers numerous options for finding the right call, designed for flexibility and ease of use both within and outside the contact centre. This includes SmartViews that can be trained with real call examples to look for similar calls. Traditional search functionality such as word or phrase spotting is also available to help contact centres improve their service processes by quickly and accurately pinpointing the right calls for review. Users can additionally search for results by date, time, group and other CTI data such as CLI (ANI) or CNI (DNIS). On-the-fly searching hastens the investigation process without requiring audio reprocessing.

Voice Processing
The voice processing engine allows explore to have speed, accuracy and more. Explore converts recorded conversations into data, but adds more depth by adding a language model that supplements the results - overcoming complicated homophone recognition and reducing false positives. Language models can be updated easily by adding new scope to the results - simply update the model from web pages, documents or product manuals. This enables Explore to have a greater level of accuracy and accommodate your growing business needs. With flexible processing options, Explore provides the most comprehensive speech analytics solution tailored to your business needs.

Part of the Qfiniti Enterprise Solution
Explore is part of the Qfiniti enterprise solution that helps international, multi and single site operations deliver outstanding customer service and ensure regulatory compliance. This unified, scalable and centrally managed platform enables you to capture call / desktop events and then evaluate and analyse these activities. Combined with Qfiniti's intelligent speech analytics, transaction assistance and survey tools, the solution suite helps companies to improve performance throughout the organisation.