The document discusses using real-time speech analytics to drive compliance. It describes how current compliance monitoring results in lagging responses, whereas real-time speech analytics could detect issues as they occur and trigger immediate alerts or responses. The solution would analyze calls in real-time for keywords or phrases required by regulations and send notifications to supervisors if anything is missed. This allows compliance to be maintained through real-time intervention rather than after-the-fact investigations. The approach is presented as part of Avaya's collaboration environment and tools for building context-aware customer experiences.

1. 1
Driving Compliance through
Real-time Speech Analytics
Don Lisco
Sr. Engineering Manager

2. Proactive Compliance
Stop Infringements in Real-Time
Drive Value from Compliance
Investments
Avoid Costly Forensic
Investigations
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3. Compliance and Dodd-Frank
 Dodd-Frank introduced the the requirement that all
brokerage calls (inbound and outbound) are recorded.
 Exotic Instruments Require Actions not just Recording
Mortgage Calls have to provide Loan Originator Number
as a component of the Truth in Lending Act
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4. Business Challenge: Compliance Realities
 Voice payloads are stored with their metadata.
 Analytic Applications query the data and produce reports
and alerts after the fact.
– Guarantees a lag
– Requires supervisor intervention
– Access to data my require a formal request adding to
complexity and cost
 Building a Big Data Store
– Compliance grows data
– As the data grows, so does the cost and complexity of
inquiries
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5. Business Challenge: Current State
Mortgage Calls (Truth in Lending)
Calls out to
customers with
loans in-progress
or in-place
Quality monitoring
shows low
adherence to the
regulation
Solution prompts
agent to click on a
button after
Miranda stated in
order to proceed
with the call
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6. Business Challenge: Avaya’s Approach
Mortgage Calls (Truth in Lending)
Calls out to
customers
monitored
real-time
Real-time
action, to
maintain
compliance
Key word
missed, agent
hears a beep
Increasing
frequency,
volume of beep
Time expires, key
words not said,
supervisor
alerted
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7. Business Challenge: Future State, Compliance 2.0
Compliance Governed Calls
Calls
monitored
real-time
Real-time
reporting to
maintain
compliance
Key word said,
supervisor
alerted via
dashboard
Supervisor joins
call, takes
action
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8. Context Engine Prompts Scripts Beyond Compliance
• Call drivers
• Policy adherence
• Repeat call indicators
• Indicators of dissatisfaction
• Outcome detection
• Key moment detection
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9. Behind the Solution
 Avaya Leverages Collaboration Environment to Deliver
real-time voice applications
 Sequenced and Delivered by Avaya Session Manager
 Context engines ensure the right application are applied
to the right people and calls
 Development is standard java and open to customer,
partner and Avaya.
 Persistent platform conforms to rigid IT standards
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10. Where it Fits
Avaya Aura Collaboration Environment
Avaya Aura
Experience Portal
Media and Devices
Collaboration Environment Snap Ins
Collaboration
Designer
Real-Time
Speech
Context
Store
Work
Assignment
Unified
Desktop
Avaya Aura Collaboration
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
WebRTC
Reporting
& Analytics
CUSTOMERS ENTERPRISE
Avaya Aura Session
Manager
Environment
System
Manager
Performance and Analytics
Avaya Media
Server
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11. Enabling the Context-Aware Customer Experience
Avaya Aura Collaboration Environment
Media and Devices
Collaboration Environment Snap Ins
Real-Time
Speech
Avaya Aura
Experience Portal
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
WebRTC
Context
Store
Work
Assignment
Unified
Desktop
Reporting
& Analytics
Collaboration
Designer
Avaya Aura Collaboration
Environment
CUSTOMERS ENTERPRISE
Avaya Aura Session
Manager
System
Manager
Performance and Analytics
Avaya Media
Server
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12. Accelerating the Developer Community
Avaya Aura Collaboratory™
Secure access to a dedicated sandbox
 Jumpstart without w/optional development environment
Avaya Aura®
Collaboration Environment
Avaya clients & PSTN access
Collaboration Environment
Security Virtualization Reliability
Avaya Aura®
Platform stack
Management
Serviceability
Communication Manager
Session Manager
System Manager
Media Server
Avaya Scopia®
video infrastructure
Email & SMS
service support
up-front infrastructure
upgrades
 Available to customer/IT,
channel partners, ISVs and
Systems Integrators alike
 Pre-configured, ready
for immediate use
 Encompasses CE 2.0
service methods: voice,
email, SMS, video, logging,
etc.
 Subscription model
 Includes basic support hours
 Optional pre-configured Java
development environment at
no extra cost
Enterprise Corporate
Developers
ISV Developers
Systems Integrators
Scalability
3
months US$999
3-month subscription
incl. 3 hours Tech support
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13. Visit Avaya Booth 1428, Data Management Zone
Improve real-time visibility
for
• Quality Assurance and
Compliance Management
• Improved Customer
Experience
• Optimized Call Handling
• Prevention and Risk
Management
• Employee Performance &
Training
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14. THANK YOU
Don Lisco, Sr. Engineering Manager
dlisco@avaya.com
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