Innovative Speech Search and Analytics Solution

摘要

With business competition increasing at a drastic pace, the need for increased business intelligence has gained tremendous importance in the recent past. A majority of modern day enterprises conduct a significant part of their business over telephone and the information gained from customer interactions over telephone could be leveraged to improve operational efficiency, increase customer retention prospects, generate new sales/marketing leads, and also launch targeted programs and initiatives for addressing customer issues. Until recently, gathering business intelligence from customer interactions was not a priority for a majority of companies. However, with competition increasing, companies are looking to leverage even the smallest of opportunities to gain precedence over competitors. Thus, gathering business intelligence has become an essential need across industries and this need has propelled the growth of the speech analytics industry. Speech analytics is capable of analyzing recorded calls to extract useful information, classify customer interactions into clusters, and ultimately bring out valuable business information buried in voice calls. With interest in speech analytics increasing, a number of companies have plunged into the industry and have started coming out with innovative solutions catering to customer needs.rnRecently, Aurix, a speech search and analytics solutions developer headquartered at Worcestershire, UK, has come out with a speech search and analytics solution titled gopher-it that enables users to search for specific words/phrases mentioned in a voice conversation. In a nutshell, gopher-it is an application that leverages Aurix's patented phonetic search technology to search for practically any word or phrase that would otherwise remain entrenched in call recordings.