New solution to reduce cost and complexity of customer contact analytics
Aurix launches new speech analytics solution using cloud technology
Traditional methods of speech analytics are costly to implement and complex to use, with limited reach. That means some of the most valuable insights don’t reach those who really need them. Today at Call Centre Expo, speech search specialist Aurix is launching a new cloud based analytics engine and reporting platform product which directly addresses these issues.
Aurix’s new Customer Contact Analytics solution, has been developed using the Good Data cloud based BI platform and takes advantage of a new generation of its gopher-it phonetic speech search and discovery application. The analytics solution provides users with an off-the-shelf reporting system capable of analysing the content of call recordings and the associated call meta-data, while its aim is to deliver insight into opportunities for efficiency improvement, risk management and revenue optimisation.
The new software has the added benefit of having lower implementation costs thanks to reduced hardware, set-up and maintenance requirements. Unlike traditional systems which require analysts to use them and professional services to update them, this new solution is much simpler to use and understand. The system offers an extraordinary level of flexibility, reliability and scalability without a high price tag.
The analysed data can also be accessed by multiple users across different divisions of a business - unlike traditional analytics systems which allow limited consumption of the data to certain roles and locations. This has the benefit of enabling users across teams such as marketing, operatons and sales to examine the impact of their activity in driving sales enquiries, and monitoring correlations between the data and training periods.
Peter Rogers, CEO of Aurix says; “Phonetic speech search uncovers a wealth of business intelligence from customer interactions, and it is vital that this intelligence is accessible quickly and simply to the right personnel, in order for it to be of greatest value to a business. “Our new Customer Contact Analytics solution provides businesses, of all sizes, with an accessible means through which to discover and analyse this information, which can provide the key to improved business processes and customer interactions, a major profit driver.”
Aurix’s Customer Contact Analytics solution will be demonstrated on stand G2 at Call Centre Expo 2010.
About Aurix Aurix is a global leader in true phonetic speech search and analytics technology applied to four key sectors; customer contact, business intelligence, e-discovery and forensic search and security and intelligence. Working with a network of technology partners, service delivery professionals and resellers, Aurix provides ground breaking solutions that improve productivity and reliability, generate valuable intelligence and deliver peace of mind. Founded in 2005, Aurix is a venture capital funded company with its technology roots extending back to truly innovative applications of speech recognition in intelligence and military applications. For further information visit www.aurix.com
