BioLab to Implement Autonomy etalk Solutions

BioLab, a Chemtura company providing solutions for water treatment and home cleaning, has selected Autonomy etalk call recording and agent performance evaluation solutions to enhance productivity and customer support in its contact center.

BioLab’s contact center handles support calls for more than 20 brands of pool and spa products, requiring agents to provide timely and consistent service to the organization’s numerous clients.

The Intelligent Contact Center makes it possible for organizations to capture, share and analyze critical structured and unstructured data that flows through the contact center, allowing the bi-directional sharing of that data with the rest of the enterprise.  This is accomplished through a combination of multi-channel interaction analysis, real-time agent support and contact center performance management, including tools for call recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys.

"The Autonomy etalk solution is a wonderful asset to the BioLab team, as it enables managers to provide agents with the mentoring and development they need to improve their overall performance, from soft skills to first-call resolution rates. It is extremely important to us that the contact center is a valuable resource for our clients, and with this tool, BioLab can more effectively monitor, evaluate, and enhance the service our customers receive," said Brian Teany, director of business operations management at Chemtura.