SWAG Aug 15 2013 Meeting presentation. Topic Avaya speech analytics

1. Avaya Speech Analytics
Tom Haynes – Business Development Manager

2. © 2013 Avaya Inc. All rights reserved. 22
The Voice of your Customers - Communication
 Multi channel communications continue to grow
 Over 60% of interactions are voice
Source: Webtorials Editorial/Analyst Division
0%
20%
40%
60%
80%
Percent of Respondents
Voice
(agent)
Fax Voice
(self)
Email Web SMS Chat Video Social
Media
IM
2010 2012

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What is Speech Analytics?

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 Working Process: Two-stage process
1. Transcription converts voice into text using a preset
dictionary and language model (grammar)
2. Text search locates occurrences of query words in
the resulting transcription
 Technology Strength:
 Produces a written transcript
 Supports fast text search
 Word mention
Phonetic Speech SearchLVCSR or Speech to Text
 Working Process: Two-stage process
1. Audio indexing converts voice into a searchable
phonetic index (no dictionary or language model
required)
2. Audio search locates audio segments within the
phonetic index that „sound like‟ the query terms
 Technology Strength:
 Fast indexing
 Query terms not limited to pre-defined dictionary
 Very fast searches
 Able to perform incremental or on demand searches
without having to re-index
 Minimal hardware requirements
Core Technology Comparison
LVCSR/Speech to Text AND Phonetic Search
- Finite Logic - Probabilistic Logic

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Applications of Speech Analytics
Customer
Contact
E-discovery &
Forensic Search
Security &
Intelligence
Enterprise
Search & Media
SPEECH
ANALYTICS
INSIGHTS
RISK
MANAGEMENT
OPERATIONAL
EFFICIENCY
REVENUE
OPTIMIZATION
WHAT WHY

6. © 2013 Avaya Inc. All rights reserved. 6
Avaya Speech Analytics
 Phonetic Search Technology
 Avaya acquired Aurix in 2011
 OEM Provider
 Aurix product history started in
1950‟s
 Speech Synthesis and Analytics
Project of UK MOD
 First ACSR System Based on
“hidden Markov model” - 1984
 Technology that Avaya Speech
Analytics is built on today

7. © 2013 Avaya Inc. All rights reserved. 7
Why is Avaya Speech Analytics Different?
 Audio/Recording platform
agnostic
 Meta-data association
– within recording
– from external data sources
 Fast Indexing – 80 to 100 times
faster than live
 Fast Searching– Search 22 hours of
indexed audio for a single term or
phrase within 1 second
 Lightweight hardware footprint
 Low TCO when compared to other
providers

8. © 2013 Avaya Inc. All rights reserved. 8
Avaya Speech Analytics Language Capabilities
 Supports multiple languages
– US English, UK English
– American Spanish, Brazilian Portuguese
– German, Dutch, Russian
– Egyptian Arabic, Gulf Arabic
– Canadian French, EU French
 Upcoming Languages
– Hindi, Urdu, EU-Spanish, Italian, Mandarin Chinese and Japanese

9. © 2013 Avaya Inc. All rights reserved. 9
Avaya Speech Analytics Workflow
TAKE ACTIONBUSINESS
OBJECTIVES
GAIN INSIGHTS

10. © 2013 Avaya Inc. All rights reserved. 10
Avaya Speech Analytics Client
Project Framework
Avaya Aura® Performance Center, Speech Analytics Module
Avaya Common Server
Speech Analytics OAM
Config
Tags
Config
Ref
Data
Oracle
Reports &
Analysis
Dashboards
Avaya
Contact
Recorder
Any
Recorder
Radvision
Mutare
Turrets
Index Search Tag
Audio/meta
-data
Cache
(SAN)
Config
Rules
Web
interface
ETL
Results
Avaya Speech Analytics 2.0 Architecture
Export
AUDIO
PLUG-IN
META-DATA
Browser based app to
configure, search, tag and
consume reports and
analytics.

11. …faster collaboration, smarter decisions, better business