Customer interaction and speech analytics solutions provider Nexidia (News - Alert) has added two more patents to its comprehensive intellectual property portfolio that are aimed at exponentially improving the speed and functionality of its collection of phonetic search solutions.
The first patent, Nexidia’s Multi-Resolution Searching (U.S. Patent No. 7,949,527), is designed to accelerate the speed and scalability of dialogue search across massive audio and video records. This newest patent will offer users award-winning phonetic technology that performs ad-hoc search at any time and efficiently returns results from hundreds of thousands of hours of files within a few seconds.
In today’s contact center, millions of interactions are recorded between customers and live agents, generating a goldmine of business intelligence. Nexidia uses patented, phonetic technology to evaluate 100 percent of recorded calls – revealing the voice of the customer and translating customer agent interactions into valuable data that can be applied to the improvement of contact center operations.
The entertainment and media industry, in particular, possesses broad archives of both historical and current footage. These, in turn, necessitate solutions that involve rapid scanning for the editing process and making content more readily available to users. Nexidia’s multi-resolution search capabilities, once integrated into media asset management systems and websites, grant customers the ability to quickly and accurately search dialogue and perform tagging for the augmentation of traditional metadata capabilities.
“Nexidia differentiates itself by investing in innovations that expand our core technology” said John Willcutts (News - Alert), Nexidia’s president and chief executive officer. “This benefits customers because we can more quickly advance the state-of-the-art in phonetic indexing and search and meet customer needs for superior applications that help them grow their businesses.”
The second patent (U.S. Patent No. 7,904,296), Spoken-Word Spotting Queries will search existing audio clips for slang, foreign terms and multiple language assets. Especially useful in the correctional facility, intelligence and law enforcement communities, this phonetic search tool is designed to yield breakthrough results.
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Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell