The Global Association for Contact Center Best Practices & Networking

Oct 20, 2011 -- Avaya Inc. is adding speech-analytics capabilities to its contact center and unified communications (UC) platforms, thanks to the acquisition this week of U.K.-based Aurix.

Now, businesses using Avaya platforms will be able to probe conversations to identify customers’ desires and frustrations. Such capabilities allow organizations to pinpoint messaging and business-model weaknesses, as well as any revenue opportunities they may be missing. Aurix specializes in real-time phonetic speech analytics, which bases searches on the way a word sounds, rather than the way a word is spelled.

"The value of document search engines is widely understood," said Brett Shockley, a senior vice president for Avaya. "There’s another dimension of data that is largely untapped, however, and that is the information exchanged through spoken interactions. Aurix’s technology will help enable Avaya’s customers to quickly find the interactions that can impact their ability to attain high customer satisfaction and increase revenue generation."

For Avaya dealers and resellers, the addition of Aurix’s technology serves as a value-add in the sales process. In essence, Avaya partners now have "a more holistic analytics portfolio," a spokeswoman told Channel Partners.

Avaya did not reveal the financial terms of the purchase. Aurix is operating as a wholly owned subsidiary of Avaya.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.channelpartnersonline.com

About Avaya:
Avaya Inc. designs, builds and manages communications networks for businesses. Focused on businesses large to small, Avaya provides an Internet Protocol (IP) telephony system of communications software applications and services. Driving the convergence of voice and data communications with business applications - Avaya helps customers leverage existing and new networks to achieve superior business results.