August 31, 2015
Uniphore Software System's auMina Improves Accuracy in Indian Speech Recognition
By Steve Anderson
Contributing TMCnet Writer
One of the biggest issues when it comes to the contact center is language. Not everyone speaks the same language, and even when the same language is spoken, it's seldom spoken the same way twice. A new report suggests that Uniphore Software System's Speech Recognition Solutions Company's new release, auMina, may be on the way to bridging one major language gap: the one between speech analytics systems and Indian languages.
Recently, Speech Recognition Solutions Company brought out version 2.0 of its auMina speech analytics system, which in turn allows businesses to analyze speech data and put it to use as part of a broader big data kind of operation. With speech analytics, businesses can search recorded speech directly for trends and other actionable data, which can be put to use in improving the business. But auMina takes things one step further by offering support for over 25 different Indian and international languages, handling them with 95 percent accuracy.
That's a great step forward, and it gets better from there. Additionally, auMina can offer real-time transcription capability, converting voice audio to text, and providing sentiment analysis systems to get a better idea of some of the less tangible aspects of a voice call. Putting such tools to work can not only add value to workforce optimization capability, but also help to improve the overall customer experience, making for more satisfied customers in the end. What's more, auMina is available at “dramatically low costs,” which helps improve the odds of profitability from putting such a system to use thanks to likely improvements in business processes.
Uniphore Software Systems' Umesh Sachdev, who serves as the company's co-founder and CEO, offered up some comment around auMina's release, saying “I am thrilled with the kind of response we have witnessed today from the eminent CEOs, CXOs, CIOs and industry juggernauts. Speech analytics is next big disruptive technology and our latest product auMina will revolutionize the entire ecosystem by enhancing the response quality and customer satisfaction of the contact center drastically.”
Indeed, speech analytics means great things, particularly for call centers. These platforms depend on voice traffic for everyday operation, so a ton of information passes through these systems. Businesses that aren't at least considering how to get that information out of calls and into everyday functions are missing out on an enormous opportunity, so speech analytics are proving a valuable source of support. But not every speech analytics tool is created equal, thus a system like auMina which offers a particular focus on Indian languages might prove particularly welcome for, say, a New Delhi contact center.
Speech analytics tools have a great potential value, and when placed in the contact center, can really ratchet up opportunities and make an organization better overall. But it's all about having the right tool for the right job, and with so much contact center business running through India—there are some signs that's changing, though, with contact center business returning to the United States—it could be particularly important to have tools just for that market.
Edited by Dominick Sorrentino