ComputerTel, providers of Call Recording and Quality Monitoring software, are announcing a partnership with Speech technology specialist Aurix. The partnership enables ComputerTel to offer phonetic audio search technology and a comprehensive means for contact centres to record, monitor and perform speech analytics on call recordings.
As a result, customers adopting the ComputerTel solution in the customer contact market will be able to solve a number of critical issues more effectively and efficiently. These include preventing losses in revenue, identifying agents that are under performing, and detecting fraud and insider dealing, whilst increasing business performance and compliance.
Peter Rogers, CEO at Aurix explains, “Standard 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 centre supervisors and mangers can spend more effective time listening to the critical and real value-add audio. ”
Philip Haynes, Managing Director at ComputerTel adds, “Contact centres across many sectors are dealing with increased regulation, and need to monitor issues before they escalate into serious problems. Using technology to record and analyse 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. This partnership will provide customers with a valuable solution – both the call recording and speech analytics tools.”
The Aurix phonetic audio search engine provides a scalable solution, enabling the creation of applications tailored to the needs and budgets of both large and small contact centres. Based on an open architecture, it can easily be integrated with an existing contact centre infrastructure.