06 October – (Malvern-based) specialist technology provider, Aurix, is today launching its desktop speech search and analytics product, Gopher-it™, to help contact centres stay ahead of the competition while reducing risk.

The phonetic speech search technology used in Gopher-it™ was originally developed by scientists at Aurix for the intelligence services and has been transformed for the contact centre environment. The solution will enable contact centres to identify words and phrases in call recordings, helping management teams to improve operational efficiencies, combat compliance breaches and gain competitive advantage.

Peter Rogers, CEO at Aurix explains, “Many organisations operate a part of their business on the telephone - through large scale contact centres, internal sales desks, customer service functions etc. During these conversations your customers are revealing information about their needs, expressing opinions on your company and providing intelligence about competitors. The latent value of these discussions is tremendous. Our technology can help release that value.

Rogers continues, “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™ is the first Windows based, desktop speech search and analytics tool. Unlike most other speech analytics technologies, it is based on phonetic technology, that doesn't require a dictionary of recognisable terms.

Gopher-it™ is scalable and can be tailored to the needs and budgets of both large and small contact centres. Based on an open architecture, it can easily be integrated with existing contact centre infrastructure.

For further information on Gopher-it™ visit www.aurix.com