Valuable customer insights often lie buried amongst the mass of stored interactions that exist in contact centres. Often, golden nuggets of information lie undiscovered; missed opportunities pass by un-noticed.
But, how do you search through the mountains of archived data to find that crucial information? Aurix Products and Marketing Director, Darren Standing, explores the issue.
Aurix and ComputerTel partner to offer next step in call recording and speech analytics
02 June 2009 - Speech technology specialist Aurix is today announcing a partnership with ComputerTel, providers of call recording and quality monitoring software. The partnership enables ComputerTel to offer phonetic audio search technology and a comprehensive means for contact centres to record, monitor and perform speech analytics on call recordings.
Aurix survey names biggest call centre frustrations
Poor communication and an inability to deviate from the script have been named as the biggest consumer frustrations with call centre agents, in a survey conducted by speech search specialist Aurix. Less than two per cent of respondents said that they were happy with their call centre interactions.
Audio search company, Aurix, is strengthening its team for what is anticipated to be a busy year ahead. David Knowles has been appointed as Director of Operations, whilst James Kirby has been appointed to Chief Technical Officer.
Aurix contributes to Future Focus: Business Technology white paper
The Telegraph Business Club, in association with IBM, provide a snapshot on how electronic intelligence in expanding beyond computing, in the publication of Future Focus: Business Intelligence.
