Avayas Aurix Buy Adds Dimension to Partners Contact Center, UC Sales Pitches

Avaya Inc. is adding speech-analytics capabilities to its contact center and unified communications (UC) platforms, thanks to the acquisition this week of U.K.-based Aurix.

Now, businesses using Avaya platforms will be able to probe conversations to identify customers desires and frustrations. Such capabilities allow organizations to pinpoint messaging and business-model weaknesses, as well as any revenue opportunities they may be missing. Aurix specializes in real-time phonetic speech analytics, which bases searches on the way a word sounds, rather than the way a word is spelled.

The value of document search engines is widely understood,” said Brett Shockley, a senior vice president for Avaya. Theres another dimension of data that is largely untapped, however, and that is the information exchanged through spoken interactions. Aurixs technology will help enable Avayas customers to quickly find the interactions that can impact their ability to attain high customer satisfaction and increase revenue generation.”

For Avaya dealers and resellers, the addition of Aurixs technology serves as a value-add in the sales process. In essence, Avaya partners now have a more holistic analytics portfolio,” a spokeswoman told Channel Partners.

Avaya did not reveal the financial terms of the purchase. Aurix is operating as a wholly owned subsidiary of Avaya.

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