Ember warms up with Avaya
Customer Management consultancy, Ember Services has been selected by Avaya , a global provider of business collaboration and communication software and services, for membership as a Technology Partner in the Avaya DevConnect programme.
As a DevConnect Technology Partner, Ember offers a range of consultancy-based services that help organisations implement Avaya Speech Analytics technology and optimise its performance. Ember’s Managed Analytics Service in particular enables organisations to realise the benefits of speech analytics within their contact centre operations without having to invest in the technology themselves. Ember’s Managed Analytics service uses Avaya Speech Analytics technology to provide advanced contact centre analytics as a managed service. The service combines use of that technology with expert and insightful interpretation to provide comprehensive analytics capability on an ‘as needed’ basis.
Avaya recognises that speech analytics remains an emerging technology and that many organisations will benefit from support to achieve its full potential. “Ember’s services complement our Avaya Speech Analytics technology,” says Eric Rossman, Vice President, Developer Relations, Avaya. “Ember uses this technology to analyse call data, then applies its own expertise in customer management and business improvement to transform that analysis into meaningful recommendations for positive change for our customers. We welcome Ember to the Avaya DevConnect programme confident that, together, we will help organisations maximise the benefits of speech analytics.”
David Naylor, Head of Analytics for Ember, says; “Speech analytics technologies are not ‘plug and play’ applications. Having skilled analysts who are able to optimise the technology’s performance in order to derive meaningful findings for the client is vital. For this reason, Avaya has recognised the value of offering Ember’s Manage Analytics service through the Avaya DevConnect programme to its global customer and partner base. We believe that giving organisations more choice about how they access speech analytics technology will help to grow its adoption significantly.”