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 If you are looking for a robust call center solution, there are many providers in this space offering solutions that have been designed to help organizations keep their competitive edge both now and in the future. Hosted call center solutions are continuing to grow in demand at a rapid pace because of their ability to deliver advanced services at minimum costs, freeing up additional capital that can be utilized for other projects.

 Aurix, an Avaya (News - Alert) company, provides call center technologies such as phonetic speech search and analytics. These call center technologies improve efficiency and generate business intelligence.

Recently, the company launched its Cloud Based Analyst 1.5, the enhanced version of its call center technology for speech search and analytics. The new version includes enhanced dashboards and provides a more intuitive way to use speech analytics, offering greater visibility into the business impact of contact center voice interactions.

"The new release of Cloud Based Analyst represents a substantial leap forward in accessing the true value of speech analytics by bringing it to the executive desktop and making the output relevant to the business user. Business Intelligence is now available at your fingertips, making it easier to make better decisions, faster,” said Chris McGugan, vice president, Emerging Products and Technologies, Avaya, in a statement.

The innovative call center speech analytics software transforms individual words and phrases into structured data and then stores it securely in a data warehouse. This data repository can be used to enable advanced analytics that deliver greater insight into and context surrounding operational and business issues.

The new and improved Customer Feedback dashboard give quick access to speech-derived business intelligence, offering a single view for aggregated voice interaction information. This functionality boasts the ability to capture the proportion of calls containing positive, neutral and negative feedback, so supervisors can investigate the causes of certain results to help drive more informed decision-making.

Another feature, the Call Outcome Analysis dashboard, provides insight on the proportion of contact center voice interactions based on their success rates. With this tool, call centers can perform deeper investigation into root causes, which can be used to benchmark successful interactions or to target areas for training and process improvement.

In related news within the industry, Kunnect, a provider of call center technologies, is making headlines for its free call center offering. Kunnect’s cloud-based predictive dialer capabilities support fully automated outbound right party contact in order to continuously keep in touch with customers. The free call center solution offers both predictive dialing and preview dialing modes, in addition to advanced dialing algorithms that are combined with real-time information to better leverage outbound activity.