A MALVERN-based specialist technology provider has launched a desktop speech search and analytics product to help call centres stay ahead of the competition.

The system searches for key words in conversations in much the same way an internet search would throw-up websites.

The phonetic speech search technology used in Gopher-it was originally developed by scientists at Aurix for the intelligence services and has been transformed for the call centre environment.

The solution will enable centres to identify words and phrases in call recordings, helping management teams to improve operational efficiencies, combat compliance breaches and gain competitive advantage.

Peter Rogers, CEO at Aurix, at Malvern Hills Science Park in Geraldine Road, said: “Many organisations operate a part of their business on the telephone through large scale contact centres, internal sales desks and customer service functions.

“During these conversations, customers are revealing information about their needs, expressing opinions on companies and providing intelligence about competitors. The latent value of these discussions is tremendous. Our technology can help release that value. For too long, the capability to locate critical information within call recordings and perform analysis in order to gain insight, has been the domain of large, costly and complex systems. Gopher-it challenges this and puts the power of analytics into the hands of everyone.”

Gopher-it is the first Windows-based, desktop speech search and analytics tool. Unlike most other speech analytics technologies it is based on phonetic technology that does not require a dictionary of recognisable terms.

The product is scalable and can be tailored to the needs and budgets of both large and small contact centres.