Avaya Speech Analytics
Tom Haynes – Business Development Manager
© 2013 Avaya Inc. All rights reserved. 22
The Voice of your Customers - Communication
 Multi channel communications conti...
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3
What is Speech Analytics?
© 2013 Avaya Inc. All rights reserved. 44
 Working Process: Two-stage process
1. Transcription converts voice into text u...
© 2013 Avaya Inc. All rights reserved. 5
Applications of Speech Analytics
Customer
Contact
E-discovery &
Forensic Search
S...
© 2013 Avaya Inc. All rights reserved. 6
Avaya Speech Analytics
 Phonetic Search Technology
 Avaya acquired Aurix in 201...
© 2013 Avaya Inc. All rights reserved. 7
Why is Avaya Speech Analytics Different?
 Audio/Recording platform
agnostic
 Me...
© 2013 Avaya Inc. All rights reserved. 8
Avaya Speech Analytics Language Capabilities
 Supports multiple languages
– US E...
© 2013 Avaya Inc. All rights reserved. 9
Avaya Speech Analytics Workflow
TAKE ACTIONBUSINESS
OBJECTIVES
GAIN INSIGHTS
© 2013 Avaya Inc. All rights reserved. 10
Avaya Speech Analytics Client
Project Framework
Avaya Aura® Performance Center, ...
…faster collaboration, smarter decisions, better business
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Avaya speech analytics presentation at SWAG, Aug 15 2013 Meeting

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SWAG Aug 15 2013 Meeting presentation. Topic Avaya speech analytics

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Transcript of "Avaya speech analytics presentation at SWAG, Aug 15 2013 Meeting"

  1. 1. Avaya Speech Analytics Tom Haynes – Business Development Manager
  2. 2. © 2013 Avaya Inc. All rights reserved. 22 The Voice of your Customers - Communication  Multi channel communications continue to grow  Over 60% of interactions are voice Source: Webtorials Editorial/Analyst Division 0% 20% 40% 60% 80% Percent of Respondents Voice (agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM 2010 2012
  3. 3. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 What is Speech Analytics?
  4. 4. © 2013 Avaya Inc. All rights reserved. 44  Working Process: Two-stage process 1. Transcription converts voice into text using a preset dictionary and language model (grammar) 2. Text search locates occurrences of query words in the resulting transcription  Technology Strength:  Produces a written transcript  Supports fast text search  Word mention Phonetic Speech SearchLVCSR or Speech to Text  Working Process: Two-stage process 1. Audio indexing converts voice into a searchable phonetic index (no dictionary or language model required) 2. Audio search locates audio segments within the phonetic index that „sound like‟ the query terms  Technology Strength:  Fast indexing  Query terms not limited to pre-defined dictionary  Very fast searches  Able to perform incremental or on demand searches without having to re-index  Minimal hardware requirements Core Technology Comparison LVCSR/Speech to Text AND Phonetic Search - Finite Logic - Probabilistic Logic
  5. 5. © 2013 Avaya Inc. All rights reserved. 5 Applications of Speech Analytics Customer Contact E-discovery & Forensic Search Security & Intelligence Enterprise Search & Media SPEECH ANALYTICS INSIGHTS RISK MANAGEMENT OPERATIONAL EFFICIENCY REVENUE OPTIMIZATION WHAT WHY
  6. 6. © 2013 Avaya Inc. All rights reserved. 6 Avaya Speech Analytics  Phonetic Search Technology  Avaya acquired Aurix in 2011  OEM Provider  Aurix product history started in 1950‟s  Speech Synthesis and Analytics Project of UK MOD  First ACSR System Based on “hidden Markov model” - 1984  Technology that Avaya Speech Analytics is built on today
  7. 7. © 2013 Avaya Inc. All rights reserved. 7 Why is Avaya Speech Analytics Different?  Audio/Recording platform agnostic  Meta-data association – within recording – from external data sources  Fast Indexing – 80 to 100 times faster than live  Fast Searching– Search 22 hours of indexed audio for a single term or phrase within 1 second  Lightweight hardware footprint  Low TCO when compared to other providers
  8. 8. © 2013 Avaya Inc. All rights reserved. 8 Avaya Speech Analytics Language Capabilities  Supports multiple languages – US English, UK English – American Spanish, Brazilian Portuguese – German, Dutch, Russian – Egyptian Arabic, Gulf Arabic – Canadian French, EU French  Upcoming Languages – Hindi, Urdu, EU-Spanish, Italian, Mandarin Chinese and Japanese
  9. 9. © 2013 Avaya Inc. All rights reserved. 9 Avaya Speech Analytics Workflow TAKE ACTIONBUSINESS OBJECTIVES GAIN INSIGHTS
  10. 10. © 2013 Avaya Inc. All rights reserved. 10 Avaya Speech Analytics Client Project Framework Avaya Aura® Performance Center, Speech Analytics Module Avaya Common Server Speech Analytics OAM Config Tags Config Ref Data Oracle Reports & Analysis Dashboards Avaya Contact Recorder Any Recorder Radvision Mutare Turrets Index Search Tag Audio/meta -data Cache (SAN) Config Rules Web interface ETL Results Avaya Speech Analytics 2.0 Architecture Export AUDIO PLUG-IN META-DATA Browser based app to configure, search, tag and consume reports and analytics.
  11. 11. …faster collaboration, smarter decisions, better business
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