Coordinated Systems Inc. (CSI) has selected Aurix as a strategic partner, leveraging Aurix’s phonetic speech engine to deliver innovative enhancements to its Virtual Observer quality monitoring solution.

“We really wanted to let the market play out and see which speech technologies worked before we made a “build or buy” decision. We felt the time is right for speech to finally become affordable and we decided on Aurix because their value proposition was right in line with our own philosophies,” said Dan McGrail, chief technology officer atCSI. “Others in our industry have flip-flopped between speech technologies and we waited until we could make the right decision, where we could deliver speech affordably and quickly. With Aurix, we’ve achieved what we were looking for.”

Virtual Observer’s speech analytics enhancements are available right now, as integration with Aurix’s engine has proved to be rapid and very compatible with CSI’s agile development process. “The enhancements my team has already delivered are substantial and real time-savers for call center professionals,” added Rich Marcia, marketing director atCSI. “I can’t wait to see what else they have in the works.”

Peter Rogers, CEO at Aurix adds, “There is no doubt that effective quality monitoring can help increase the productivity of any contact center, identifying opportunities to enhance customer service. This information can easily be fed into business processes such as training and help ensure the sales or customer service team is at the top of their game.”