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Unitrin Direct Implements Autonomy etalk Solutions for Quality and Risk Management
Jun 04, 2008 (08:06 AM EDT)
CAMBRIDGE, England and DALLAS, Texas, June 4 /PRNewswire-FirstCall/ -- Autonomy Corporation plc , a global leader in infrastructure software for the enterprise, today announced that Unitrin Direct, a leading automobile insurance provider, has implemented Autonomy etalk's Intelligent Contact Center solutions across multiple locations to manage quality assurance and liability in the company's sales, service, and claims centers. The Unitrin Direct deployment includes solutions for voice and screen recording, agent performance evaluations, customer surveys, and speech analytics.
Unitrin Direct is a customer-driven company that offers insurance in 25 states and is part of a Unitrin family of companies that has more than six million policyholders and $9 billion in assets. As a direct-to-customer organization, Unitrin Direct enables consumers to purchase automobile insurance on its external website or via its customer contact center. Customers can also pay their bills, make policy changes, review claims, and perform a variety of other tasks through these customer service channels.
Unitrin Direct utilizes Autonomy etalk recording technology for both selective recording for quality assurance and 100 percent call logging for risk and liability management. As customer interactions frequently contain detailed insurance information, it is vital that Unitrin Direct has the ability to maintain records of sales and service calls as well as any interactions that include requests such as policy changes or insurance claims.
"Autonomy etalk enables us to record and archive all of the calls made to and from our sales and service departments, which is a must-have in our industry," said Scott Lucas, director of Telecommunications for Unitrin Direct. "With this ability, we can ensure both accountability and service to our clients and to the businesses we interact with on a daily basis."
"Reliable interaction recording and management is a necessity in an industry with an elevated level of legal risk," said Scott Shute, CEO, Autonomy etalk. "By incorporating tools like Autonomy etalk's speech analytics, Unitrin Direct has a powerful solution to quickly find the most relevant recorded interactions for such liability issues as sales verifications and customer disputes."
Autonomy etalk's 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 interaction recording, quality monitoring, agent performance evaluations, eLearning, and customer surveys. For more information on the Intelligent Contact Center, please visit http://www.etalk.com .
About Unitrin Direct
Unitrin Direct is dedicated to providing its customers with outstanding service and quality coverage at competitive prices, making auto insurance simple by offering people the choices they want with the convenience they deserve. The Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc. http://www.UnitrinDirect.com in Chicago and part of the Unitrin family of companies that has over six million policyholders. The Unitrin Direct companies offer affordable automobile insurance in Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Maryland, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington and Wisconsin. To get a free auto insurance quote, visit or call +1-800-642-5254.
Autonomy Corporation plc is a global leader in infrastructure software for the enterprise and is spearheading the meaning-based computing movement. Autonomy's technology forms a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, email, voice or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including information access technology, BI, CRM, KM, call center solutions, rich media management, information risk management solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.
Autonomy's customer base comprises of more than 17,000 global companies and organizations including: 3, ABN AMRO, AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, Reuters, Shell, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. Autonomy also has over 300 OEM partners and more than 400 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Satyam, Sybase, Symantec, TIBCO, Vignette and Wipro. The company has offices worldwide.
The Autonomy Group includes: Autonomy ZANTAZ, the leader in the archiving, e-Discovery and Proactive Information Risk Management (IRM) markets; Autonomy Cardiff, a leading provider of Intelligent Document solutions; Autonomy etalk, award-winning provider of enterprise-class contact center products, Autonomy Virage, a visionary in rich media management and security and surveillance technology and Autonomy Meridio, a leading provider of records management software.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners. Autonomy etalk Editorial Contacts: Kathy Kuehne Autonomy etalk (US) +1-214-981-3221 Kathy.firstname.lastname@example.org Tania Kempf Cohn & Wolfe (US) +1-650-281-7556 Tania_Kempf@sfo.cohnwolfe.com Edward Bridges Financial Dynamics (UK) +44-207-831-3113 email@example.com Clare Gayner Bite Communications (UK) +44(0)20-8834-3454 Clare.Gayner@bitepr.com
CONTACT: Autonomy etalk Editorial Contacts: Kathy Kuehne, Autonomy etalk Kathy.firstname.lastname@example.org(US), +1-214-981-3221, ; Tania Kempf, Cohn & Wolfe(US), +1-650-281-7556, ; Edward Bridges,Financial Dynamics (UK), +44-207-831-3113, ; ClareGayner, Bite Communications (UK), +44(0)20-8834-3454,