HP Autonomy Launches HP Qfiniti 10 for the Contact Center


Bookmark and Share

HP Autonomy has released HP Qfiniti 10, the newest version of its contact center management solution, which offers expanded integration with the HP Intelligent Data Operating Layer (IDOL) and features two new modules designed to help companies increase productivity and revenue in the contact center.

The enhancements and new modules in HP Qfiniti 10 simplify complex business processes, increase effectiveness and lower costs in the contact center. HP Qfiniti 10 harnesses HP IDOL to understand the voice of the customer. HP IDOL extracts meaning from all forms of human information, such as audio, text and video. This means that HP Qfiniti 10 can automatically identify patterns in customer communications as well as classify calls and analyze social media traffic -- on historical data or in real time.

The two new modules included in HP Qfiniti 10 help automate and simplify key contact center processes:         

  • HP Qfiniti WorkForce provides intelligent agent scheduling and

            forecasting, with tools for multi-skilled forecasting and scheduling

            optimization. This increases efficiency and cuts costs while building

            a more effective agent experience.

  • HP Qfiniti Optimize provides desktop analytics and agent guidance.
  • Contact center managers can monitor agent productivity and other key performance indicators, and track and automate key workflows. Front-and back-office functions beyond the contact center also benefit from HP Qfiniti Optimize's ability to monitor efficiency and identify roadblocks in key workflows.

HP Qfiniti addresses needs across the entire contact center by providing real-time multichannel analytics within a unified workforce optimization solution that uses highly integrated modular components. This offers businesses a flexible solution to meet their needs without driving up their costs.

HP Qfiniti 10 also can feed contact center data directly into the newly released HP Digital Marketing Hub to help marketers get the best out of their customer data and deliver superior business outcomes.

"HP Qfiniti 10 closes the loop for the customer contact center, providing a full set of functions to match all requirements," said Rafiq Mohammadi, general manager, marketing optimization, HP Autonomy, in a statement. "Because HP Qfiniti is a modular platform, customers can cut their total cost of ownership by getting a solution that best fits their needs."