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UK Call Centre Analysis Partnership
Software firm ComputerTel is partnering with speech technology specialist Aurix to offer phonetic audio search technology and help contact centre clients to record, monitor and perform speech analytics on call recordings.
Aurix provides a scalable, open architecture phonetic audio search engine solution for both large and small contact centres. ComputerTel says the new offer will help clients to prevent losses in revenue, identify underperforming agents, and detect fraud and insider dealing, while increasing business performance and compliance.
Peter Rogers, CEO at Aurix says that with standard metrics, 'the considerable time it takes to sift through recorded conversations or transcriptions can act as a barrier to uncovering genuine business intelligence. With Aurix' advanced audio search capability, call centre supervisors and mangers can spend more effective time listening to the critical and real value-add audio.' ComputerTel MD Philip Haynes adds that with increased regulation, contact centres 'need to monitor issues before they escalate into serious problems' - and that the new partnership will ebable them to take pro-active action over potential compliance issues.
ComputerTel was founded in 1988 and is based in Gravesend, Kent - web site www.computertel.co.uk . Aurix, a technology venture funded company backed by QinetiQ, is online at www.aurix.com .
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