Richard Snow's Analyst Perspectives

Aurix Powers New Generation of Speech Analytics

Posted by Richard Snow on Nov 27, 2010 1:21:11 PM

Aurix is not a widely recognized vendor in the speech analytics market even though its technology powers products provided by companies such as CallCopyKnoahSoftNewVoiceMedia and OnviSource. In fact its strategy is to provide the engine that these and other partners use in market-facing speech analytics solutions. Its main product, Aurix speech search SDK, is a search engine that searches through call recordings to find specified words, terms and phrases. It uses advanced phonetic search technology rather than the more common technique of large-vocabulary continuous speech recognition (LVCSR) and thus allows users to avoid setting up a library of the words they want to search for. This approach makes it easier to work with different languages and to pick out slang, jargon, product and place names, and other words not normally found in a dictionary.

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Topics: Customer Experience Management, Speech Analytics, Voice of the Customer, Call Center Optimization, Customer Relationship Management, Customer Service, Contact Center Analytics, Customer Performance Management (CPM), Voice Analytics