September 08, 2008
Autonomy's Etalk, HyperQuality Announce VAR Deal
By David Sims
TMCnet Contributing Editor
HyperQuality (News - Alert), a vendor of contact center quality assurance products, has announced that the company has become a value-added reseller partner of Autonomy etalk, a vendor of Intelligent Contact Center products.
Through the agreement, HyperQuality will resell Autonomy (News - Alert) etalk's recording product, Qfiniti Observe, under the name HyperRecording, powered by Autonomy etalk.
Qfiniti Observe is a call and desktop recording product for regulatory compliance, risk management and quality assurance. It lets users run any application on any connectivity type with multiple combinations of triggers for what company officials call "100 percent recording."
The program also allows for Voice over IP (VoIP) record-on-demand function. Clients who use the product for recording calls between contact center agents and customers will have access to HyperQuality's call monitoring and evaluation services.
These services are built into a custom-designed program of frequent evaluation, calibration and professional services, which results in specific recommendations for agents, managers and executives. These recommendations provide a solid platform for agent improvement, increased overall quality and bottom line results. The combination of Qfiniti Observe and HyperQuality's services will create the industry's most powerful, end-to-end outsourced product for contact center recording, monitoring and evaluation.
"Autonomy etalk provides a top-tier recording product," said Howard Lee, CEO of HyperQuality. "We chose to work with the company because of the sophistication of its recording tool, great track record with clients, and rapid growth. We know that we will be providing our clients with a top-notch tool." "HyperQuality has a unique value proposition for organizations who need quality monitoring services, but don't have the internal resources or expertise available," said Scott Shute, Autonomy etalk's CEO. "This partnership ensures that these businesses can take advantage of leading software products and services."
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David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi