Aurix, an Avaya company, today announced the release of Cloud Based Analyst 1.5. This enhanced version includes new dashboards and represents a more intuitive way to use speech analytics, thereby providing greater visibility into the business impact of contact center voice interactions.
Cloud Based Analyst 1.5 transforms individual words and phrases into structured data and stores them in a data warehouse to enable advanced analytics that deliver greater insight into and context surrounding operational and business issues. This capability sets Cloud Based Analyst apart from other speech analytics solutions, which simply present findings in terms of words and phrases without establishing the meaning.
Cloud Based Analyst’s new Customer Feedback and Call Outcome dashboards allow quick access to speech-derived business intelligence, thereby providing a single view for aggregated voice interaction information. The Customer Feedback dashboard captures the proportion of calls containing positive, neutral and negative feedback, and allows supervisors and others to investigate the causes of certain results to help drive more informed decision-making.
The Call Outcome Analysis dashboard identifies the proportion of contact centre voice interactions that are handled successfully, unsuccessfully or left unresolved based on business KPIs. The tool provides valuable insight to improve quality and customer satisfaction by allowing deeper investigation into root causes, which can be used to benchmark successful interactions or to target areas for training and process improvement.
The new version of Cloud Based Analyst can reduce the time to analyze speech data by more than 90 percent1 , helping to drive faster decisions in sales strategies and customer experience improvement, reducing costs and enabling businesses to be more agile in responding to market conditions.
“Cloud Based Analyst has brought many benefits. The functionality was key and what was most impressive was that we were able to analyse and data mine vast amounts of data and apply filters and parameters to the results to provide meaningful perspective.”
Daniel McDonald, change manager, Operations, White Concierge
“The new release of Cloud Based Analyst represents a substantial leap forward in accessing the true value of speech analytics by bringing it to the executive desktop and making the output relevant to the business user. Business Intelligence is now available at your fingertips, making it easier to make better decisions, faster”.
Chris McGugan, vice president, Emerging Products and Technologies, Avaya