Call quality analysis is integral to call centers as a complete and detailed picture of actual end-to-end caller experiences helps these organizations to make positive changes that will enhance both customer satisfaction and operational performance. A VoIP switch is a critical component in call analytics due to the fact that it can route calls in a highly efficient manner.

Raytheon (News - Alert) BBN Technologies, a provider of technology and solutions to defense, homeland security and other government markets throughout the world, has launched its AVOKE Analytics 4.0 solution which is built on BBN’s patented audio and speech processing technologies, and contains an open-source VoIP switch as well as the latest Web application frameworks for rich Internet applications.

The robust offering is enhanced with several new capabilities designed to provide enhanced user experience capabilities, intuitive analytics and search functions, and more capable data exploration tools.  In addition, a new text mining feature in AVOKE Analytics 4.0 finds important words and phrases to help users build better queries, searches, and speech events.

The solution also comes with expanded data collection and data export features, charting "mouse-overs", interactive data tables, custom reports and alerts delivered at regular intervals, faster call navigation to accelerate targeted analysis, and ad hoc search.

The AVOKE Solution consists of three elements: AVOKE Call Browser, AVOKE Customer Effort Index, and AVOKE QuickStart Pilot.

The AVOKE Call Browser records calls in the telecom network and provides analytics in a hosted Web application while the AVOKE Customer Effort Index provides insights to improve survey scores by measuring customer effort in calls. AVOKE QuickStart Pilot provides a hands-on evaluation with production data, but doesn’t require any new technology. 

"We have created the industry's most advanced solution with AVOKE 4.0, introducing features that enhance customer service through better insight of the caller's experience," stated Joe Alwan, vice president and general manager of the AVOKE Analytics product line at Raytheon BBN Technologies, in a statement. "With the ability to leverage BBN's latest research advances, we continue to stay at the forefront of customer-centric analytics solutions."

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