ComputerTel to Use Aurix's Speech Technology for Call Center Management

Leveraging speech technology to help call centers better manage agent performance, a pair of British companies today announced a partnership that will combine phonetic audio searches and analytics on recordings.

 

Officials at Kent’s ComputerTel – which specializes in voice, call recording and monitoring and quality monitoring agent evaluation software – say they’re looking to Aurix, a company based in Worcestershire, to help them leverage phonetic audio search technology so that contact centers can record, monitor and perform speech analytics.

 

According to Philip Haynes, managing director at ComputerTel, contact centers now are dealing with increased regulation, and need to monitor issues before they escalate into serious problems.

 

“Using technology to record and analyze speech offers a daily indication of potential compliance issues, so that pro-active action can be taken, from both an agent and a customer perspective,” Haynes said. “This partnership will provide customers with a valuable solution - both the call recording and speech analytics tools.”

 

The partnership – like many of the Big Brother technologies that contact center managers seek to leverage – may help solve some critical issues for the customer contact market, such as preventing losses in revenue, identifying agents that are underperforming, and detecting fraud and insider dealing.

 

Officials at Aurix say their phonetic audio search engine helps create applications tailored to the needs and budgets of both large and small contact centers. Based on an open architecture, it’s designed for easy integration with existing contact center infrastructures.

 

The company’s chief executive officer, Peter Rogers, said that metrics gauging agent performance, team productivity and complaint volumes provide critical data, but “the considerable time it takes to sift through recorded conversations or transcriptions can act as a barrier to uncovering genuine business intelligence.”

 

“With Aurix’ advanced audio search capability, call center supervisors and mangers can spend more effective time listening to the critical and real value-add audio,” Rogers said.