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Autonomy unveils Industry's first Interaction Control Element
Automates Policy-Driven Capture, Tagging, Classification, and Compliance for Multi-Channel Interactions
Autonomy Corporation plc, a global leader in infrastructure software for the enterprise today unveiled Autonomy Interaction Control Element (ICE), the industry’s first solution to automate the policy-driven capture, classification, and real-time compliance for multi-channel customer interactions. By intelligently identifying relevant business activity, including traditional customer interactions, employee application usage and server events, and taking appropriate actions based on user-defined business policies, Autonomy ICE expands the enterprise’s ability to govern and manage critical customer and business data. ICE delivers an unprecedented class of information that can be processed and analyzed using Autonomy’s Meaning Based Computing technology, which understands the meaning of unstructured content, enabling organizations to maximize employee productivity, drive a higher level of business intelligence and more comprehensively enforce regulatory compliance.
"The advent of meaning-based technologies enables forward-thinking organizations to harness the true value of this traditionally untapped resource while at the same time mitigating the risks endemic to its proliferation," commented Andrew Joiner, CEO of Autonomy Customer Interaction Solutions. "Autonomy ICE is the only product of its kind that can dynamically monitor desktop activity such as CRM and helpdesk applications as well as live email and chat interactions, and take the appropriate action automatically and in real-time, whether it be masking credit card information for security purposes or attaching customer data to a recording."
Autonomy ICE enables business and compliance executives to establish customized policy events that target specific interactions important to the organization. By intelligently monitoring the end user’s desktop activity and forming a conceptual understanding of the meaning of interactions, Autonomy ICE can automatically apply compliance and governance policies to enforce Payment Card Industry data security needs, retention and disposition policies, and legal holds. Autonomy ICE’s intuitive tagging and classification capabilities provide unparalleled support for Autonomy’s pan-enterprise search and litigation readiness technologies, streamlining processes such as eDiscovery and early case assessment.
Autonomy ICE offers unique benefits including:
- Automatic synchronization of live interactions, whether they be voice, email, or chat, with corresponding desktop activity, ensuring only relevant interactions are captured, classified, and appropriately governed
- Enterprise-class architecture that uses a centralized, scalable policy server to intelligently classify and manage interactions, irrespective of their format or language
- Application independent solution that enables policies to be defined and identified in all CRM, helpdesk, email, chat, and browser-based applications, and 24/7 monitoring of all desktop and server events
- PCI-compliant security, including masking or muting sensitive materials such as credit card information from the audio or screen recording; security can be applied for any industry, federal or internal policy or regulation
Please visit www.autonomy.com to find out more. 10.03.2009, Autonomy Corporation
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