1. Avaya Speech Analytics Tom Haynes Business Development Manager

2. 2013 Avaya Inc. All rights reserved. 22 The Voice of your Customers - Communication Multi channel communications continue to grow Over 60% of interactions are voice Source: Webtorials Editorial/Analyst Division 0% 20% 40% 60% 80% Percent of Respondents Voice (agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM 2010 2012 3. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 What is Speech Analytics? 4. 2013 Avaya Inc. All rights reserved. 44 Working Process: Two-stage process 1. Transcription converts voice into text using a preset dictionary and language model (grammar) 2. Text search locates occurrences of query words in the resulting transcription Technology Strength: Produces a written transcript Supports fast text search Word mention Phonetic Speech SearchLVCSR or Speech to Text Working Process: Two-stage process 1. Audio indexing converts voice into a searchable phonetic index (no dictionary or language model required) 2. Audio search locates audio segments within the phonetic index that sound like the query terms Technology Strength: Fast indexing Query terms not limited to pre-defined dictionary Very fast searches Able to perform incremental or on demand searches without having to re-index Minimal hardware requirements Core Technology Comparison LVCSR/Speech to Text AND Phonetic Search - Finite Logic - Probabilistic Logic 5. 2013 Avaya Inc. All rights reserved. 5 Applications of Speech Analytics Customer Contact E-discovery & Forensic Search Security & Intelligence Enterprise Search & Media SPEECH ANALYTICS INSIGHTS RISK MANAGEMENT OPERATIONAL EFFICIENCY REVENUE OPTIMIZATION WHAT WHY 6. 2013 Avaya Inc. All rights reserved. 6 Avaya Speech Analytics Phonetic Search Technology Avaya acquired Aurix in 2011 OEM Provider Aurix product history started in 1950s Speech Synthesis and Analytics Project of UK MOD First ACSR System Based on hidden Markov model - 1984 Technology that Avaya Speech Analytics is built on today 7. 2013 Avaya Inc. All rights reserved. 7 Why is Avaya Speech Analytics Different? Audio/Recording platform agnostic Meta-data association within recording from external data sources Fast Indexing 80 to 100 times faster than live Fast Searching Search 22 hours of indexed audio for a single term or phrase within 1 second Lightweight hardware footprint Low TCO when compared to other providers 8. 2013 Avaya Inc. All rights reserved. 8 Avaya Speech Analytics Language Capabilities Supports multiple languages US English, UK English American Spanish, Brazilian Portuguese German, Dutch, Russian Egyptian Arabic, Gulf Arabic Canadian French, EU French Upcoming Languages Hindi, Urdu, EU-Spanish, Italian, Mandarin Chinese and Japanese 9. 2013 Avaya Inc. All rights reserved. 9 Avaya Speech Analytics Workflow TAKE ACTIONBUSINESS OBJECTIVES GAIN INSIGHTS 10. 2013 Avaya Inc. All rights reserved. 10 Avaya Speech Analytics Client Project Framework Avaya Aura Performance Center, Speech Analytics Module Avaya Common Server Speech Analytics OAM Config Tags Config Ref Data Oracle Reports & Analysis Dashboards Avaya Contact Recorder Any Recorder Radvision Mutare Turrets Index Search Tag Audio/meta -data Cache (SAN) Config Rules Web interface ETL Results Avaya Speech Analytics 2.0 Architecture Export AUDIO PLUG-IN META-DATA Browser based app to configure, search, tag and consume reports and analytics. 11. faster collaboration, smarter decisions, better business