Audentify is able to automatically understand, analyze andmanage all customer interactions including telephone calls,email, SMS, IM and the web in real-time.

Audentify’s SolutionAudentify, a division of Autonomy, is the first contact center technology that actually

understands both the content and context of customer interactions including voice,

email, SMS, IM and the web. The technology employs the most advanced speech

recognition, data analysis and synchronization techniques. Moreover it is the only fully

automated, integrated and synchronized technology available for the contact center

environment across all industry sectors.

RecordAudentify’s comprehensive recording suite enables all information streams flowing in

and out as well as across the organization to be recorded. The technology enables

100% or selective recording, synchronized with screen and keyboard capture.

EvaluateAudentify enables contact center managers to monitor and assess agent performance,

both in terms of how they handle customer queries and how they record this

information. Through live or retrospective monitoring either remotely or on site,

managers are able to quickly identify agents who may be underperforming and

therefore require additional training.

Assist Audentify’s unique ability to understand the content and context of voice and text and

automatically link this to related information provides unprecedented support to

contact center agents, including automatic, real-time delivery of relevant information

from the knowledge base, upsell and cross-sell prompting, expertise location as well

as automatic detection of agent knowledge gaps and susequent delivery of relevant e-

learning information and materials to facilitate training.

AnalyzeAudentify understands the content of ALL customer interactions enabling intelligent,

real-time and offline analysis. By understanding exactly what customers are enquiring

about, contact centers are able to respond quickly to new developments, problems or

opportunities and ultimately improve customer satisfaction.

Audentify employs world class speech processing technology developed bySoftsound, an Autonomy division:

Large vocabulary Speaker & gender independentLanguage independent Fast and highly accurate

Keyword spottingPhrase spottingFull natural languageconceptual understanding

Audentify is the onlytechnology to understandALL customer interactions

Fully integrated with existing enterpriseIT infrastructure

Utilises proven, mature and leadingedge technologies

Advanced functionality delivers provenhard & soft ROI

Multi-channel integration of content

Fully integrated with major voiceswitches and voice solutions.

Key Benefits

Reduces call handling timesIncreases first time callresolutionImproves customer serviceReduces agent/staff churn Reduces training times

"Audentify is the next generationcontact center technology."Martin Butler, The Butler Group, 2003.

"Audentify's technology deliversunparalleled productivityincreases, operationalimprovements and immediatelyquantifiable return oninvestment"Excite.com, May 20, 2003.

Audentify

www.audentify.com

Understanding you and your customers

Audentify

Key Features• 100% or selective recording of all calls

Audentify's comprehensive recording suite ensures that all the

calls you require are captured. These can be synchronized

with screen and keyboard capture to enable full scenarios to

be replayed for legal, training or analysis purposes.

• Large vocabulary understanding of voice content

Audentify's technology retrieves and analyzes calls in real-

time based on what was said in the conversation, removing

the need to replay, categorize and tag this information

manually.

• Real-time alerting of problem calls

Audentify understands the content of telephone conversations

in real-time and can alert supervisors immediately to problem

calls.

• Clustering of calls

Displayed graphically, this information delivers instant

visibility of operations, providing contact center managers

with a true picture of what is really going on within their

organization.

• Real-time delivery of call related content from theknowledge base

Given any piece of content, Audentify can identify and deliver

related material regardless of format or location.

• Conceptual retrieval

Audentify enables content to be searched simultaneously in

any format or location, and presents the operative with

summaries and hyperlinks to similar information,

automatically and in real-time.

• Automated FAQ self-service

By automatically understanding a customer's profile and

requests, Audentify provides an integrated self-service

solution, allowing agents to deal with more complex

enquiries.

• Highly scalable

Audentify's technology is capable of handling and

manipulating vast quantities of content completely

automatically without the need for any manual effort.

• Expertise location

Audentify's solution allows the experts related to specific

solutions and products to be identified automatically.

• E-Learning

Audentify's technology is able to deliver integrated e-learning

solutions to contact center agents automatically, increasing

adoption levels, reducing training costs and minimizing staff

turnover.

• Integrated fully with existing email and web-based methods within the contact center

Audentify also delivers relevant information to agents when

they respond to email or web-based enquires.

Understanding you and your customers

A Division of Autonomy

Audentify. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, US tel. +1 415 243 9955 fax. +1 415 243 9984 Cambridge Business Park, Cowley Rd, Cambridge CB4 0WZ, UK tel. +44 (0) 1223 448 000 fax. +44 (0) 1223 448 001 email. info@audentify.com web. www.audentify.com

Autonomy has additional offices in Boston, New York and Washington DC, as well as in Amsterdam, Beijing, Brussels, Hamburg, London, Madrid, Milan, Munich, Oslo, Paris, Rome,Singapore, Stockholm, Sydney and Taipei.

Copyright © 2004 Audentify. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners. [AUD CP] 06.03.04 Product specifications and features are subject to change without notice. Use of Audentify software is under license.

Audentify’s Spectrograph clusters similar contentto enable supervisors to spot hot topics.

Audentify Assist makes proactive suggestions toagents and accelerate response times.