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VoIP Switch - Raytheon BBN Technologies Unveils VoIP Switch Solution for Call Centers

September 06, 2012


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."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Jamie Epstein

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Intro to Basic System Features

Accounts Overview
An account is a logical entity usually representing some logical or physical end point in the VoIP network.

Customers are logical entities in the system for which invoices will be generated. They may be termination partners, resellers of a service, or a virtual .

Tariffs and Rates
Tariff is logical entity in the system, which represents rules for rating and billing calls made by Account or Customer to which this Tariff has been assigned.

Balance and Credit Limit
In addition to Tariff, each Customer or Account, except Root Customer, has those two basic rating/billing parameters associated with it – Balance and Credit Limit.

Intro to Advanced System Features

On-Net Routing
On-Net Routing is the feature that allows placing calls from one account in the system to another account in the system.

Ability to Charging On-Net (Account-to-Account) Calls
In some cases it might be necessary to charge either caller or callee or both for the on-net call based on per-minute rate.

Automatic Database Backup
The Softswitch includes the system which allows performing automatic backup of the database periodically.

Ability to Get exchange rate using external script
Exchange rates can be set using external custom script.

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