ComputerTel to Offer Aurix Phonetic Audio Search Technology for Contact Centers
June 01, 2009
ComputerTel, a provider of call recording and quality monitoring software, has announced a partnership with speech technology specialist Aurix.
The latest partnership allows ComputerTel to offer phonetic audio search technology. In addition, it will also be able to provide a comprehensive means for contact centers to record, monitor and perform speech analytics on call recordings.
“This partnership will provide customers with a valuable solution - both the call recording and speech analytics tools,” said Philip Haynes, managing director at ComputerTel.
The Aurix phonetic audio search engine provides a scalable solution, and is based on an open architecture. It enables the creation of applications customized to the needs and budgets of both large and small contact centers. Aurix said that their solution can easily be integrated with an existing contact centre infrastructure.
ComputerTel officials expect that as a result of this partnership, customers adopting the ComputerTel solution in the customer contact market will be able to solve a number of critical issues “effectively” and “efficiently.”
Customers will be able to prevent losses in revenue, identify agents that are under performing, and detect fraud and insider dealing, said officials. In addition, they will be able to increase business performance and compliance.
Haynes said that contact centers across many sectors are facing increased regulation, and need to monitor issues before they escalate into serious problems. He added that using technology to record and analyze speech provides a daily indication of potential compliance issues, so that pro-active action can be taken, from both an agent and a customer perspective.
Peter Rogers, CEO at Aurix said that standard metrics gauging agent performance, team productivity and complaint volumes provide critical data. However, he said that 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 centre supervisors and mangers can spend more effective time listening to the critical and real value-add audio,” said Rogers.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Jessica Kostek