Release:19 Oct 2011
Acquisition will enable Avaya to add speech analytics to Contact Center and Unified Communications
Phonetic audio search engine built on scalable, open architecture enables real-time and historical analysis of one-to-one or group spoken interactions
BASKING RIDGE, N.J. – Avaya, a global provider of business communications and collaboration systems and services, today announced it has acquired Aurix, a global provider of speech analytics and audio data mining technology. A UK-based company, Aurix is now a wholly-owned subsidiary of Avaya.
Aurix’s patented technology enables real-time identification, search and data mining of large volumes of audio and audio-visual material. Built on scalable, open architecture, the company’s applications integrate with Avaya Aura® as well as applications from other vendors. Aurix’s solutions help increase the efficiency and effectiveness of customer service and collaboration events, as well as support compliance requirements and expand business intelligence.
The technologies will be incorporated into Avaya’s Contact Center and Unified Communications portfolios.
“The value of document search engines is widely understood. There’s another dimension of data that is largely untapped, however, and that is the information exchanged through spoken interactions. Aurix’s technology will help enable Avaya’s customers to quickly find the interactions that can impact their ability to attain high customer satisfaction and increase revenue generation. The analysis of these interactions can drive enhancements in processes that advance their business objectives.”
Brett Shockley, Senior Vice President, Corporate Development, Strategy, and Innovation, Avaya
“Voice interactions represent a vast resource of untapped knowledge. Aurix has focused on building easy-to-use solutions to extract this intelligence to create competitive advantage. The combination of Avaya Aura and Aurix’s speech analytics solutions offer a number of opportunities to create business and customer value that we look forward to accelerating through this acquisition. Our common approach of using an open architecture and focusing on the user experience makes this a good fit for both of us.”
Peter Rogers, CEO, Aurix
“Avaya is bringing a robust set of analytic tools into its mainstream products that will add an important component to the quality of service that Avaya delivers to their enterprise customers and to their customers in turn.”
Dan Miller, Senior Analyst, Opus Research
Tags: Avaya, Aurix, Avaya Aura, unified communications, contact center, customer service, collaboration, audio search engine, speech analytics, audio data mining
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world.
Aurix is a global provider of phonetic speech search and analytics technology. Working with a network of technology partners, service delivery professionals and resellers, Aurix provides solutions that help improve efficiency and generate business intelligence.