Wireless Connectivity

Avaya, a global provider of business communications and collaboration systems and services, has acquired Aurix (News - Alert), a provider of phonetic speech analytics and search technology, to strengthen its presence in the contact center market.

The acquisition is aimed at enhancing the availability and accessibility of speech recognition and analytics solutions for the contact center market. Following the acquisition, Aurix will become a wholly owned subsidiary of Avaya.

"This move will enable us to provide enhanced solutions that extract business intelligence from voice interactions, for those wanting to gain operational efficiencies, to improve the mitigation of business risk and to create competitive advantage," said Peter Rogers (News - Alert), CEO, Aurix, in a statement.

Both the companies are looking at utilizing the synergies in their business approach and use of open architectures. Their combined channel partners and customers will benefit from advanced solutions as well.

Avaya customers will benefit as the Aurix technology will be incorporated into Avaya Aura and other solutions in Avaya's Customer Contact and Unified Communications (News - Alert) portfolios. Aurix will continue to offer its solutions through its network of OEM, VAR and reseller channels.

"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," said Brett Shockley (News - Alert), senior vice president, Corporate Development, Innovation & Strategy, Avaya.

"Aurix's technology will 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," Shockley added.

In other speech analytics news, UTOPY (News - Alert), a company known for delivering the first-ever speech analytics product in the industry, brought to market SpeechMiner SaaS Express, the first comprehensive software-as-a-service and completely automated speech analytics solution.