The contact center, the evolutionary successor of the traditional call center, plays a much bigger role in shaping customer experiences now that mobile has expanded beyond voice and messaging to video and social media. On Monday, HP Autonomy unveiled a new version of its Qfiniti analytics solution to help organizations tap this increasingly valuable source of multi-channel engagement data.

Qfiniti 10 adds tighter integration with Autonomy’s IDOL search tool to let users identify patterns in “all forms of human information,” including audio, text and video. The platform analyzes structured and unstructured data, both streaming and historical, to provide enterprises with a more comprehensive view of their customers, the company said.

In addition to improved indexing, the solution introduces two new modules for increasing agent productivity and driving efficiencies. Qfinity WorkForce lets managers streamline service representatives’ work schedules, while Qfiniti Optimize provides some much needed operational visibility. The tool can be used to keep track of contact center KPIs as well as external front- and back-office processes that may stand to benefit from its ability to “monitor identify roadblocks in key workflows.”

Rafiq Mohammadi, the general manager of marketing optimization at HP Autonomy, noted that “HP Qfiniti 10 closes the loop for the customer contact center, providing a full set of functions to match all requirements. Because HP Qfiniti is a modular platform, customers can cut their total cost of ownership by getting a solution that best fits their needs.”

Underscoring Hewlett Packard’s efforts unify its enterprise portfolio, Qfinity 10 also features seamless integration with the HP Digital Marketing Hub, a newly unveiled data mining service that utilizes its HAVEn analytics platform. First announced at HP Discover 2013, HAVEn is a collection of technologies that is billed as an integrated solution for processing structured, multi-structured, and unstructured data.