Aurix’s Cloud Based Analyst featured in Call Centre Focus
The November edition of Call Centre Focus has featured the new Cloud Based Analyst programme from Aurix. This cloud based technology is generating a lot of industry excitement as customer contact centres realise the benefits and efficiency savings that can be made with the technology.
The article reads as follows:
The speech search specialist launched a new analytics solution using cloud technology. Its customer contact analytics instrument uses the Good Data cloud based on BI platform and takes advantage of a new generation of its Gopher-It phonetic speech search and discovery application. The solution provides users with an off-the-shelf reporting system that analyses the content of call recordings and the associated call meta-data, while delivering ‘efficiency improvement, risk management and revenue optimisation’. Many users can access the analysed data from across different divisions of a business – unlike traditional analytics systems. This allows marketing, operations and sales to examine the impact of their activity in driving sales enquiries and monitoring the links between the data and training periods. Peter Rogers, chief executive said: “Phonetic speech search uncovers a wealth of business intelligence from customer interactions and it is vital that this intelligence accessible quickly and simply to the right personnel.”
