Call centers and other businesses can use software to dig out the jewels of information found in recorded audio of conversations with their employees and customers. As a Maryland Avaya Dealer delivering call center solutions, Teltek is looking forward to the release of new Avaya software solutions that will soon be available due to Avaya’s recent acquisition of Aurix, a global provider of “ Speech Analytics” and “Data Mining” technology.
Aurix has developed patented technology that Avaya is going to incorporate into its contact center and unified communications solutions. It will be able to do real time as well as historical automated analysis of recorded audio in either one-to-one or group conversation. Jonathan Varman, an Avaya spokesman has indicated that the first products will be available in the first quarter of 2012.
Everyone is familiar with web search, and the value of search for business intelligence in documents is widely understood. Just think if you could automatically search hundreds or thousands of hours of calls to customer service call centers. You could mine out the important trends happening in those conversations. You could see long hold times or periods of silence. You could determine what clients are complaining about the most and work to address those issues. There’s GOLD in your call center audio recordings!
The software can truly assist a company to improve the efficiency of customer service. The raw recordings can be analyzed not just for content and patterns, but to place it in context and drive better decision making, delivering true business intelligence for competitive advantage. This knowledge can be used to drive process improvements, and achieve business objectives. This spoken audio data is not widely taken advantage of, but this technology will enable Avaya’s clients to attain higher customer satisfaction and thereby increase revenue.
If your Maryland (or PA, VA, DE) company is looking for call center solutions or has a need for service on your Avaya phone system please call Teltek at 410-552-6580. We’ll be happy to assist you.
For further information:
Rob Cox, Technical Coordinator
rcox at myteltek dot com
1.866.9.Teltek
2400 Boston Street, Suite 338
Baltimore, Maryland 21224