Call centers have a tendency to collect data. Lots and lots and lots of it. Called “big data,” it's the information both structured and unstructured, residing in a variety of places, that you need to do your business. Unfortunately, most of it tends to be inaccessible, repetitive or just plain impossible to store through ordinary means.
Aurix, an Avaya company, recently launched its Cloud Based Analyst 1.5, an enhanced version of the product. The newest incarnation includes new dashboards and represents a more intuitive way to use speech analytics. The company's goal with the update is to provide greater visibility into the business impact of contact center voice interactions. What the product does is it takes individual words and phrases, turns them into structured data and then stores them in a data warehouse. The data is all then managed by advanced analytics that can deliver greater insight into and context surrounding operational and business issues.
Aurix says that this capability sets its Cloud Based Analyst apart from other speech analytics solutions, which simply present findings in terms of words and phrases without establishing the meaning. The product's new Customer Feedback and Call Outcome dashboards allow for quicker access to speech-derived business intelligence, offering contact center workers 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.
Ultimately, the goal is to reduce the time it takes to analyze speech data by more than 90 percent, 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.
“The new release of the 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,” said Chris McGugan, VP of Emerging Products and Technologies at Avaya, in a press release. “Business Intelligence is now available at your fingertips, making it easier to make better decisions, faster.”
Current users of the new version of the Cloud Based Analyst have praised its expanded functionality and its ability to analyze and mine vast amounts of data, while simultaneously applying filters and parameters to make the results as meaningful as possible.