Cisco MediaSense

Cisco MediaSense is a product of Cisco company which implements functions of distributed system of signing up of telephone conversations in IP networks. Cisco MediaSense is a technology component which is used by system integrators when implementing projects on unified communications and contact centers. Despite relative novelty of a product, it already enjoys high popularity among customers of Cisco company due to the simplicity of deployment and operation, performance and an excellent combination of price/functionality.

In standard system configuration of Cisco MediaSense the user interface with basic feature set is offered. The Aurus company, the technology partner of Cisco, decided to give a gift for all existing and future users of the Cisco MediaSense system, having made available on a grant basis own software product which expands functionality of the user interface Cisco MediaSense.

The recording system of Cisco MediaSense became a core of a system of speech analytics of the Center of speech technologies

Daily in contact center the large number of a call recording is created. Usually these files are used for quality control and for analysis of complaints. But thousands and thousands of voice customer appeals in contact centers contain a huge number and the other information which is of great importance for business of all organization.

Analyzing this talk, it is possible to receive very useful data:

• What preferences at clients;
• That it is pleasant to them and as it can promote business growth;
• What causes irritation, bewilderment or negative attitude in clients

To receive answers to these questions, the analyst should have an opportunity to listen to sound files of a talk. The analysis of sound files by method of random check not in all cases forms a reliable basis for adoption of managing solutions. Broader set of initial data of analytics can be obtained, using tools of the automatic intellectual analysis of sound files.

In January, 2014 the Russian Center of Speech Technologies (CST), the technology partner of Cisco and the leader in the field of technologies of the automatic analysis of sound data in Russian, proposed to the domestic market the solutions on automatic speech analytics including the system of the distributed record Cisco MediaSense in the structure.

The new solution of CST company essentially expands possibilities of the analysis of voice data for the corporate customers using data of contact centers.

Cisco MediaSense recording system automatically makes archive of files with record of all telephone conversations which traffic passed on corporate IP network (IP phones, program and videophones, analog and digital terminals). The intelligence of analytical technologies of CST allows to carry out automatically in the received archive of calls tasks of search of a key word, assessment of an emotional status of announcers, to execute full text recognition of phone calls, to carry out lexical and semantic analysis of huge arrays of telephone negotiations with clients. As a result the new tool which allows to receive in real time automatic classification and a clustering of calls on the basis of the analysis of lexicon of client addresses is offered the Russian companies. As a result, possibilities of daily monitoring of customer satisfaction and quality of work of contact center reach essentially new level.

The solution on speech analytics of CST are already used in the operating contact centers, the developed joint solution undergoes approbation in several Russian companies.