As a global leader in phonetic speech analytics technology, Aurix works with our partners to create innovative applications.
Aurix helps NewVoiceMedia customers to find their voice
NewVoiceMedia enhances hosted contact centre solutions with Aurix phonetic audio search technology
UK, 17th September, 2008: NewVoiceMedia, Europe's leading hosted contact centre provider, is to incorporate Aurix phonetic audio search into its hosted contact centre services. Aurix speech analytics technology allows NewVoiceMedia customers to monitor and search voice records in real time, to create maximum competitive advantage.
NewVoiceMedia's business is based on a software-as-a-service (SaaS) model. With NewVoiceMedia technology, there is no need to buy any hardware or develop any software, so customers can set up and operate call centres on a virtual basis. The NewVoiceMedia ContactWorld platform can be also be deployed to enhance existing contact centres: it is rapidly scalable and end-user configurable.
Aurix’s market leading phonetic solutions enables NewVoiceMedia customers to ‘listen’ to what their callers and agents are saying. Using Aurix speech analytics, users can:
• Search for phrases indicating script and regulatory compliance;
• Optimise agent performance through the identification of training opportunities
• Extract the names of competitor companies and products and customer opinion to build valuable business intelligence.
The Aurix phonetic audio search engine represents a significant advance over traditional speech-to-text engines because searches are based on the way a word sounds, rather than specific spellings of a word. This means the speed of searches is dramatically increased along with the possible call coverage, without the need for the huge computing power required by speech-to-text solutions. As a result it enables a wide range of applications to unlock the business intelligence in both real-time and recorded audio material.
"Our partnership with NewVoiceMedia enables us to bring the value of speech analytics in the customer contact marketplace to those who could not previously have accessed such technology," Peter Rogers, Aurix CEO, said. "NewVoiceMedia's software-as-a-service model makes it extremely attainable and attractive for organisations to gain intelligence from their customer interactions."
According to Jonathan Grant, NewVoiceMedia CEO, Aurix was the "natural” speech analytics choice for NewVoiceMedia. “We now have a complete hosted contact centre solution including the hugely valuable speech analytics capability. The technological advantages brought by a phonetic solution enable us to scale from compliance checking, through quality management to business intelligence," he said.
The partnership between Aurix and NewVoiceMedia was announced today in Birmingham at Call Center Expo, Europe's biggest event for the contact centre sector.
Notes to editors:
About Aurix Ltd
Aurix Ltd is a global leader in true phonetic speech analytics and audio data mining technology. Aurix itself is a direct descendent of speech recognition technologies developed over 30 years at the UK's Ministry of Defence. Today, it is a technology venture funded company backed by QinetiQ, a leading international defence and security company and Coller Capital, a leading global investor in corporate venture assets. Aurix Ltd is based in Malvern, UK. Website: http://www.aurix.com
About NewVoiceMedia
UK-based NewVoiceMedia is Europe’s leading provider of Hosted Contact Centres. Based on a Software-as-a-Service business model, NewVoiceMedia technology allows clients to set-up and operate a call centre without buying any hardware or developing any software. Solutions have been deployed into a diverse range of markets and customers, including BT, Capita Registrars, Royal Mail, and Thomas Cook. Website: http://www.newvoicemedia.com
For more information please contact:
Claire Barber
Wildfire PR
Tel: 0208 339 4420
Email: claireb@wildfirepr.co.uk
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