As speech analytics technology and the need to have superior VoiceXML, IVR and speech applications within an enterprise are becoming more and more demanding in order to ensure customer success and retention, companies are doing their best to put their efforts into this movement.

Keeping that in mind, speech analytics technology specialist Aurix will be partnering with CallCopy (News - Alert), a U.S.-based call recording and contact centre solutions company, to deliver improved levels of customer service by developing a built-in phonetic speech search capability. This enhanced offering will significantly benefit CallCopy's customers.

According to Peter Rogers, CEO of Aurix, recorded call data is of immense value to businesses but can often be time consuming to sift and analyze.

"Our software combats this by providing call centre managers with a quick and effective way of searching this data," Rogers said. "Having the ability to gain access to pertinent information on agent performance, sales opportunities and customer satisfaction issues, means managers can use this information to help improve business performance."

The functionality enables CallCopy's customers to effectively monitor customer calls for compliance and adherence to corporate guidelines using speech analytics, search recorded call data and quickly produce analysis reports, a vital way of evaluating service quality provision.

This offering couldn't have come at a better time. Aurix found from a recent survey it conducted that 70 percent of complaints made to call centers are 'not being heard', and that more than 96 percent of respondents would consider switching to a competitor as a result.

The partnership will also expand Aurix's global presence through CallCopy sales distribution across North America, Latin America, Europe, the Middle East and New Zealand. Ray Bohac, CEO of CallCopy said that the goal is to offer global customers this fully integrated speech analytics function in its suite of products, to help them improve customer service and effectiveness.

"Our software makes speech analytics accessible to organizations of all sizes - something which was previously only available to larger companies due to high implementation costs and time-consuming analysis requirements," Bohac said. "We are able to offer a low total cost of ownership thanks to the integrated nature of Aurix's powerful phonetics-based engine incorporated into our front-end software."

"The solution can be scaled up or down in size to meet the needs of both large or small contact centres. Its open architecture allows it to be quickly integrated with existing contact centre infrastructure," Bohac added.

Aurix has been working with CallCopy since the middle of 2009 to help develop the ideal call search solution for their customers. Among the companies' joint wins are leading organizations in the technical support services, credit and collections, and higher education markets.

Aurix aims to become the global leader in audio search technology. It has developed solutions for four key sectors - the contact centre, data search, security and intelligence and IT security. Its audio search technology helps organizations identify specific information from audio files.