IBM has upgraded its high-end enterprise search product with an improved user interface, and will announce next week the availability of a business intelligence tool that can be used with it to analyze call center data.
OmniFind Enterprise Edition 8.5 is now available and features a new dashboard view of search results, tight integration with other IBM collaboration products like Notes/Domino 8, and support for Japanese, Korean and Chinese characters.
The dashboard capability, called Top Results Analysis, complements the traditional search results list with a graphical representation of results. Users can click on the dashboard’s bar charts to refine their search results.
In addition, OmniFind Enterprise Edition 8.5 has links to data in other IBM collaboration software, like Notes/Domino 8 and Lotus Quickr Services for WebSphere Portal, as well as to IBM FileNet P8 Content Management.
For customers who also have OmniFind Analytics Edition and want to analyze data collected in their customer support call centers, IBM next week will announce the availability of ProAct. This business intelligence application, developed at IBM’s India Research Laboratory and in use internally at IBM call centres, will be sold as a service engagement through the IBM Research unit.