Aurix Releases New Version of Cloud Based Analyst

Aurix, an Avaya company, has rolled out Cloud Based Analyst 1.5, a customer contact software solution that delivers access to unique, speech-based business intelligence via new dashboards.

Cloud Based Analyst 1.5 transforms individual words and phrases into structured data and stores them in a data warehouse to enable advanced analytics that deliver greater insight into and context surrounding operational and business issues.

Cloud Based Analyst's new Customer Feedback and Call Outcome dashboards allow quick access to speech-derived business intelligence, providing 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.

The Call Outcome Analysis dashboard identifies the proportion of contact center voice interactions that are handled successfully, unsuccessfully, or left unresolved based on business key performance indicators. The tool provides valuable insight to improve quality and customer satisfaction by allowing deeper investigation into root causes, which can be used to benchmark successful interactions or to target areas for training and process improvement.

The new version of Cloud Based Analyst can reduce the time needed to analyze speech data by more than 90 percent, based on actual customer experience comparing manual listening with use of Cloud Based Analyst. This helps drive faster decisions in sales strategies and customer experience improvement, reduces costs, and enables businesses to be more agile in responding to market conditions.

"The new release of 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, vice president, Emerging Products and Technologies, Avaya, in a statement. "Business intelligence is now available at your fingertips, making it easier to make better decisions, faster."

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