Aurix Market Solutions
Imagine how powerful it would be to ‘listen’ to every call handled by your customer service representatives and understand the real concerns of your customers. Or to identify security breaches and compliance issues as they happen. What operational improvements could be achieved with business intelligence gained from a rapid review of your entire digital recordings archive using a variety of parameters? What if you could conduct root cause analysis to spot changing market conditions and take rapid action to resolve issues?
The growth of digital communications, together with increased regulation across many industries, has created an ever-increasing volume of audio content. This presents a challenge for traditional speech-to-text systems which are only able to focus on a small sample of recordings, typically around 10%, within the audio archive.
However, the Aurix phonetic audio search engine is capable of monitoring up to 100% of recorded calls. That means your business intelligence can identify accurate trends based on a much higher number of audio interactions. In today’s competitive and highly-regulated business environment, can you afford to settle for less?
In addition the Aurix phonetic audio search engine is based on an open–vocabulary retrieval system, which greatly increases the speed and accuracy of searches across the entire audio database. It also allows users to search for any word in the dictionary as well as non-dictionary terms such as the names of places, people, companies and brands or products.
Customer Contact
Our solutions provide customer contact centres with an overall view of performance across the entire contact centre while supporting a fast ‘deep-dive’ into specific calls.
We can deliver same-day indications of potential compliance issues, allowing fast intervention to improve both agent performance and customer satisfaction.
Since our analysis covers a much wider sample of calls than speech-to-text solutions, Supervisors can easily identify star performers while prioritising training requirements for the whole team. Our phonetics-based approach means that we can make multiple searches across thousands of recorded calls to identify valuable business intelligence, for example, searches can locate references to competitors, specific complaints and other valuable indicators of service level KPIs.
Security & Intelligence
Unlike speech-to-text search engines, our phonetics-based approach allows organisations to monitor every audio recording for non-standard words such as jargon, slang, and foreign words in native tongue. By delivering lists of audio samples requiring further analysis, Aurix allows human reviewers to take a highly-targeted approach to listening. Users can also move straight to the specific point in the recording where a word or phrase is used, bringing big improvements in productivity.
IT Security
The Aurix phonetic audio search engine significantly improves risk management by uniquely delivering the ability to monitor up to 100% of calls over voice and data networks. It enables a full overview of corporate risk status relating to data leakage protection and corporate or regulatory compliance issues.
Data Search & Audio Discovery
The Aurix phonetic audio search engine allows organisations to automate the search of large volumes of audio visual content, using multiple search terms of interest, with a fraction of the hardware required by alternative solutions. Searches can be contextualised if required and exact numbers of audio files relating to a specific topic can be easily determined, even across extremely large data-sets. This ability to identify key phrases in continuous audio provides powerful solutions for the media, legal and corporate sectors. For example media owners can maximise the value of media assets to create new revenue sources, while legal professionals, corporate compliance managers and government regulators can benefit from fast, accurate searches across audio electronic communications to pinpoint specific information.
