Avaya adopts speech analytics

Avaya is adding speech-analytics capabilities to its contact centre and unified communications (UC) platforms, thanks to the acquisition of UK-based Aurix, Channel Partners reports.

Businesses using Avaya platforms will be able to probe conversations to identify customers' desires and frustrations.

Such capabilities allow organisations to pinpoint messaging and business-model weaknesses, as well as any revenue opportunities they may be missing.

Aurix specialises in real-time phonetic speech analytics, which bases searches on the way a word sounds, rather than the way a word is spelled.

Aurix's patented technology enables real-time identification, search and data mining of large volumes of audio and audio-visual material, Destination CRM writes.

Built on scalable, open architecture, the company's applications integrate with Avaya Aura as well as applications from other vendors. Aurix's solutions help increase the efficiency and effectiveness of customer service and collaboration events, as well as support compliance requirements and expand business intelligence.

“The value of document search engines is widely understood. There's another dimension of data that is largely untapped, however, and that is the information exchanged through spoken interactions,” says Brett Shockley, senior VP, corporate development, strategy and innovation at Avaya, The Wall Street Journal notes.

“Aurix's technology will help enable Avaya's customers to quickly find the interactions that can impact their ability to attain high customer satisfaction and increase revenue generation. The analysis of these interactions can drive enhancements in processes that advance their business objectives.”