driving compliance through real-time speech analytics
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Driving Compliance through Real-time Speech Analytics
Don LiscoSr. Engineering Manager
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 22
Stop Infringements in Real-Time Drive Value from Compliance
Investments Avoid Costly Forensic
Investigations
Proactive Compliance
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Compliance and Dodd-Frank
Dodd-Frank introduced the the requirement that all brokerage calls (inbound and outbound) are recorded.
Exotic Instruments Require Actions not just Recording
Mortgage Calls have to provide Loan Originator Number as a component of the Truth in Lending Act
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Business Challenge: Compliance Realities
Voice payloads are stored with their metadata.
Analytic Applications query the data and produce reports and alerts after the fact.– Guarantees a lag – Requires supervisor intervention– Access to data my require a formal request adding to
complexity and cost
Building a Big Data Store– Compliance grows data – As the data grows, so does the cost and complexity of
inquiries
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Business Challenge: Current StateMortgage Calls (Truth in Lending)
Calls out to customers with
loans in-progress or in-place
Quality monitoring shows low
adherence to the regulation
Solution prompts agent to click on a
button after Miranda stated in order to proceed
with the call
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Business Challenge: Avaya’s ApproachMortgage Calls (Truth in Lending)
Calls out to customers monitored real-time
Real-time action, to maintain
compliance
Key word missed, agent hears a beep
Increasing frequency,
volume of beep
Time expires, key words not said,
supervisor alerted
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Business Challenge: Future State, Compliance 2.0Compliance Governed Calls
Calls monitored real-time
Real-time reporting to maintain
compliance
Key word said, supervisor alerted via dashboard
Supervisor joins call, takes action
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Context Engine Prompts Scripts Beyond Compliance
• Call drivers• Policy adherence• Repeat call indicators• Indicators of dissatisfaction• Outcome detection• Key moment detection
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Behind the Solution
Avaya Leverages Collaboration Environment to Deliver real-time voice applications
Sequenced and Delivered by Avaya Session Manager
Context engines ensure the right application are applied to the right people and calls
Development is standard java and open to customer, partner and Avaya.
Persistent platform conforms to rigid IT standards
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Performance and Analytics
Where it FitsAvaya Aura Collaboration Environment
Avaya Aura SessionManager
SystemManager
Avaya Media Server
Avaya Aura Experience Portal
Avaya Aura Collaboration Environment
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
Media and Devices
CUSTOMERS ENTERPRISE
WebRTCCollaboration
DesignerReal-Time
SpeechContextStore
WorkAssignment
UnifiedDesktop
Reporting& Analytics
Collaboration Environment Snap Ins
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Real-TimeSpeech
Performance and Analytics
Enabling the Context-Aware Customer ExperienceAvaya Aura Collaboration Environment
Avaya Aura SessionManager
SystemManager
Avaya Aura Experience Portal
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
Media and Devices
CUSTOMERS ENTERPRISE
WebRTCContextStore
WorkAssignment
UnifiedDesktop
Reporting& Analytics
Collaboration Environment Snap Ins
Avaya Aura Collaboration Environment
Avaya Media Server
CollaborationDesigner
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1212
Avaya Aura® Collaboration Environment
Avaya Aura® Platform stack
Avaya Scopia®
video infrastructure
Email & SMS service support
Avaya clients & PSTN access
Secure access to a dedicated sandbox w/optional development environment Jumpstart without
up-front infrastructure upgrades Available to customer/IT,
channel partners, ISVs and Systems Integrators alike
Pre-configured, ready for immediate use Encompasses CE 2.0
service methods: voice, email, SMS, video, logging, etc.
Subscription model Includes basic support hours Optional pre-configured Java
development environment at no extra cost
Enterprise CorporateDevelopers
ISV Developers
Systems Integrators
3months US$999
3-month subscription incl. 3 hours Tech support
ScalabilityManagement Serviceability
Collaboration Environment
Security Virtualization Reliability
Communication Manager Session ManagerSystem ManagerMedia Server
Accelerating the Developer Community Avaya Aura Collaboratory™
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 13
Visit Avaya Booth 1428, Data Management Zone
Improve real-time visibility for • Quality Assurance and
Compliance Management • Improved Customer
Experience • Optimized Call Handling• Prevention and Risk
Management• Employee Performance &
Training
BOOTH 1428
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 14
THANK YOUDon Lisco, Sr. Engineering Manager
