Driving Compliance through Real-time Speech Analytics
1. 1
Driving Compliance through
Real-time Speech Analytics
Don Lisco
Sr. Engineering Manager
2. Proactive Compliance
Stop Infringements in Real-Time
Drive Value from Compliance
Investments
Avoid Costly Forensic
Investigations
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3. 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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4. 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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5. Business Challenge: Current State
Mortgage 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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6. Business Challenge: Avaya’s Approach
Mortgage 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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7. Business Challenge: Future State, Compliance 2.0
Compliance 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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8. 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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9. 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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10. Where it Fits
Avaya Aura Collaboration Environment
Avaya Aura
Experience Portal
Media and Devices
Collaboration Environment Snap Ins
Collaboration
Designer
Real-Time
Speech
Context
Store
Work
Assignment
Unified
Desktop
Avaya Aura Collaboration
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
WebRTC
Reporting
& Analytics
CUSTOMERS ENTERPRISE
Avaya Aura Session
Manager
Environment
System
Manager
Performance and Analytics
Avaya Media
Server
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11. Enabling the Context-Aware Customer Experience
Avaya Aura Collaboration Environment
Media and Devices
Collaboration Environment Snap Ins
Real-Time
Speech
Avaya Aura
Experience Portal
Proactive Outreach Manager
Intelligent Customer Routing
Orchestration Designer
WebRTC
Context
Store
Work
Assignment
Unified
Desktop
Reporting
& Analytics
Collaboration
Designer
Avaya Aura Collaboration
Environment
CUSTOMERS ENTERPRISE
Avaya Aura Session
Manager
System
Manager
Performance and Analytics
Avaya Media
Server
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12. Accelerating the Developer Community
Avaya Aura Collaboratory™
Secure access to a dedicated sandbox
Jumpstart without w/optional development environment
Avaya Aura®
Collaboration Environment
Avaya clients & PSTN access
Collaboration Environment
Security Virtualization Reliability
Avaya Aura®
Platform stack
Management
Serviceability
Communication Manager
Session Manager
System Manager
Media Server
Avaya Scopia®
video infrastructure
Email & SMS
service support
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 Corporate
Developers
ISV Developers
Systems Integrators
Scalability
3
months US$999
3-month subscription
incl. 3 hours Tech support
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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
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14. THANK YOU
Don Lisco, Sr. Engineering Manager
dlisco@avaya.com
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