Products & Solutions > Gopher-it
gopher-it
True phonetic speech search technology that will help you find words and phrases in call recordings to improve operational efficiencies, combat compliance breaches, gain competitive advantage and provide peace of mind.
Many organisations in today’s highly competitive business
environment operate a part of their business on the telephone.
This may be conducted through large scale contact centres,
internal sales desks, customer service functions and other teams
connected to the customer. During these conversations your
customers are revealing information about their needs, expressing
opinions on your products and/or services and providing
intelligence about your competitors. The latent value of these
discussions is tremendous. Are you able to release it? All sizes of
organisation can benefit from this valuable insight.
In addition, during these conversations, customers are exposed to
an experience in dealing with your organisation, forming opinions on which they will base future decisions. Research shows that customers are significantly more likely to “churn” to a competitor based on a
poor experience.
For too long, the capability to locate critical information within call recordings and perform analysis in order to gain insight, has been the domain of large, costly and complex systems. Gopher-it challenges this and puts the power of analytics into the hands of everyone.
Gopher-it's Interactive Results
Gopher-it is the first Windows based, desktop speech search and analytics product based on patented, phonetic technology, enabling you to locate words and phrases in your call recordings.
It features an easy to use interface designed to make search entry simple but very powerful. Searches can range from a few phrases to large numbers of phrases related to create concepts or categories.
Results are interactive and contextual to the selected search or concept, enabling not only an overview of the results but also the ability to drill down to individual search terms to see the results.
Analytics Support
Gopher-it enables a variety of speech analytics applications to take high quality data and perform analytics activities using industry standard tools and applications or to integrate the data into your own business information system.
Aurix has developed Transparent Analytics, an approach to ensuring that data from speech search is accurate. Interaction with the data is enabled, allowing you to validate the hits of interest.
Analytics based on our transparent approach, enables you to extract trends and business intelligence from call audio data with confidence.
Key Benefits
• Improvements in efficiency over traditional speech search techniques, releasing value through increased coverage.
• Increases in business performance due to improvements in customer service, through identification good and bad practice.
• Enhances brand protection by reducing risk of malpractice, fraud and non compliance.
• Low start-up cost due to small operational footprint and no requirement for enterprise level integration.
Features
• Desktop speech search, based on phonetic technology, providing the speaker independent capability that doesn't require a dictionary of recognisable terms.
• Easy to use interface providing a simple and efficient way to create searches and review results.
• Interface to industry standard tools to perform detailed analytics.
• Supports industry standard telephony audio formats, including: G711, GSM6.10, MP3 & WMA.
• Project based environment linking searches with audio recordings.
SYSTEM REQUIREMENTS
‒ Windows® XP (SP2) / Windows® Vista (SP1)
‒ Windows® Media Player 11
‒ DirectX® 9.0c
‒ Microsoft® .NET Framework 3.5 (SP1)
‒ Adobe® Reader 9.0
‒ Recommended minimum hardware specification: Intel® Core 2 Duo, 2.0GHz, 2GB RAM.
To find out how Gopher-it can release the latent business intelligence from your call audio data click here or call us directly at +44 (0)1684 585 101
