CTI Group announced that it will be launching the SmartInteraction Suite for contact centers at an upcoming trade event.

Company officials said that it has been designed to meet the needs of voice over Internet protocol (VoIP) premised-based contact centers, and the release of SmartInteraction Suite also extends the company’s SmartRecord solution.

SmartInteraction Suite offers organizations a comprehensive platform for recording, evaluating and taking action on valuable phone based customer interaction, said company officials.

A highly configurable toolset, SmartInteraction Suite incorporates CTI (News - Alert) Group’s call recording solution SmartRecord with the advanced speech search and analytics technology from Aurix integrated within it, said company officials. And, it’s compatible with BroadSoft’s BroadWorks UC platform, the Avaya Aura IP communications platform and Cisco's (News - Alert) Unified Communications Manager.

Company officials said that the extensive feature set of SmartRecord has now been rounded out to include SmartListen; SmartEvaluate; SmartCapture; Centralized Storage; and Feature Reporting.

SmartListen is audio mining that allows organizations to use speech analytics to index recordings phonetically for easy retrieval and reporting. Moreover with this feature, users can also automatically categorize or tag (News - Alert) calls based on the information found in the call.

An advanced form of call handler evaluation, SmartEvaluate uses audio mining and analytics enabled by Aurix (News - Alert) to isolate calls by certain criteria to perform several key business functions.

Screen recording, SmartCapture, extends and completes the picture of the call handler process by linking the voice recording with the corresponding visual recording of the keystroke activity.

Company officials said that Centralized Storage allows organizations of any type to benefit from a centralized library of all recordings, while Feature Reporting is designed to empower end-users to license, report and track use of the Suite's features.

Sid Rao, chief technology officer at CTI Group (News - Alert), said that throughout the development of the SmartInteraction Suite, they surveyed their contact center customers about what features and functionality they wanted out of their communications management system.

“By integrating speech search and analytics within the Suite, organizations are able to capture the 'voice of the customer,' enabling them to identify the vital trends which can have a significant impact on future sales,” Rao said.