VPI Selects Autonomy to Deliver Advanced Speech Analytics
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 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, email, documents, social media, video, images, and Web sites, 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. 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 of VPI, in a statement. "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 of OEM and strategic accounts at 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."