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Audio Analytics

The Audio Challenge

Today’s economy generates more data than ever. The pace at which we create data is increasing – a Forbes article in May 2018 stated that ‘2.5 quintillion bytes of data are created each day’ but that this pace will only grow. It also reflected that ‘over the last 2 years alone, 90 percent of all the data in the world was generated.’ While data creates significant economic opportunities, this also means that businesses must account for increasing and evolving risks.

Financial misconduct is not limited to text based communication. Voice channels have always been a source of compliance and risk exposure. However, most organizations report being ill-equipped to manage and mitigate the risks presented by the unstructured data of voice.

Voice data presents numerous business challenges:

  • A manual sampling-based approach is insufficient and time consuming to cover risk
  • Managing disparate systems across the enterprise increases cost and presents integration difficulties
  • Complex mix of providers for technology, service delivery and compliance adherence
  • The inability to obtain business intelligence from audio data, beyond compliance
  • Significant lag in receiving actionable intelligence
  • Large resource requirement to manage
  • Existing technology is often not intuitive or user-friendly

Intelligence in Audio

Proactive. Reactive. Effective.

The Morae – CallMiner Audio Solution

Morae, the leading data and managed services firm, has partnered with CallMiner, the award-winning speech analytics technology company, to develop Audio.IQ, the only end-to-end audio AI solution for corporate surveillance, compliance and legal / investigation functions.

Surveillance

Deployed at the point of contact to automatically analyze and report on language, patterns of conduct, and performance, that may be inconsistent with regulatory mandates or business expectations for 100% of your calls.

Compliance

Escalation of red flags triggered by bespoke conduct rules and machine learning are assessed by strategically deployed expert teams to achieve a cost-effective solution.

Legal / Investigations

Fast and effective audio data search, prioritized results to expedite decision making with deep analysis to assess the data, connect the dots and enable support for swift disclosure to government agencies and courts.

1 Trillion

words per year

39 Billion

category hits per year

100%

of interactions monitored

Surveillance

Best-of-Breed Technology

The Forrester New WaveTM: AI-Fueled Speech Analytics Solutions, Q2 2018 report, an independent assessment of the audio AI industry, ranked CallMiner above all other market participants. Our audio analytics solution was determined to be the strongest current offering, and our development and growth strategy was rated as the best to the benefit of our clients.

Analytics to Scale

CallMiner presently captures and analyzes more calls in one hour (500,000) than most audio managed service providers assess in one year. Our solution is scalable to meet any requirement.

100% Coverage with Clear, Actionable Reporting

Audio.IQ analyzes and scores all calls for risks tailored to your organization and business practices. Regulators have expressed increasing dissatisfaction with a sampling-reliant compliance. As a result, organizations must consider how to assess 100% of their calls for regulatory compliance and risk mitigation confidence.

Securely managing conversational data to pinpoint impactful behaviors means clear and actionable reporting is more important than ever. Audio.IQ is designed with that requirement in mind. Scorecards focus management attention with customized visualizations to drive action from the most impactful insight. Audio.IQ analyzes and scores all calls for risks tailored to your organization and business practices.

Risk Mitigation Tailored by Subject Matter Experts

Out-of-the-box surveillance solutions for industries that must embrace audio regulatory mandates mean faster time to compliance and confidence. Morae’s Subject Matter Regulatory and Business Process Experts craft rules and develop AI bespoke to your needs.

Return on Investment

Audio surveillance will contribute to business revenue. Clients rely on our technology to surveil for compliance but, also to generate business intelligence. Unlike any platform in the industry, our approach converts audio from a cost to a business revenue generator by providing meaningful performance insight into performance. Morae clients benefit from dashboards that enable managers to encourage a culture of optimization with objective scoring and sharable examples.

Deployment Flexibility

Morae tailors our managed solution to meet each organizations’ specific challenges and opportunities. Options include:

  • Full Managed Service: From start to finish, we develop and manage the program
  • Software as a Solution (SaaS): Light touch implementation followed by self-service by your team
  • Hybrid: A best of both, tailored to your requirements

Artificial Intelligence

Artificial Intelligence (AI) reveals common and unexpected conversational behaviors via unsupervised machine learning. AI associates patterns of meaning within audio data to help focus attention on what matters most. This enables analysts to more quickly and proactively investigate any behaviors that may indicate compliance or risk issues.

Illuminate is a CallMiner AI feature that persistently learns on each customers audio data. This dynamic AI benefit makes it easy for your analysts to accurately pinpoint risks presented within conversations and create categories for ongoing surveillance confidence.

Compliance

The Morae – CallMiner team is comprised of data scientists, project managers and compliance resources with firsthand experience in your industry. We offer a variety of deployment options, depending on what is most suitable for your organization.

Design Team: A compliance program is only as good as the thoughtfulness of its design. Industry-specific categories are customized to your organization, resulting in a solution tailored to your risks and designed to achieve your compliance and business objectives.

Red Flag Assessment: A well-designed program flags calls that may evidence non-compliance with company policies or applicable regulations. We support clients in assessing alerted communications using a variety of deployment methods. Workflows ensure rigor, consistency, and auditability.

Refinement: Compliance policies and practices must be dynamic. They must consider regulatory events, findings during surveillance monitoring, and must update accordingly. We provide a framework and training on how you can regularly enhance your program. Or our team of SMEs can undertake this as a cost-effective managed service.

On-Site Deployment: Morae has placed thousands of legal and compliance resources on-site with our clients who demand thorough background, qualification, and capability screenings for their professionals.

Off-site Analysis Centres: Our ISO-certified centres are scalable and deploy well-established performance protocols to ensure quality output.

Virtual: Virtual is the “new normal.” Morae’s Secure Remote Review solution has passed legal, information security and data privacy scrutiny by the most discerning global corporates and is presently in use in the most highly sensitive context.

Offshore: Cost-effectiveness cannot come at the expense of quality. Our offshore team has been tested in the most challenging circumstances. We offer cost effective resources and rigorous quality assurance upon request.

Layered Approach to Ensure Compliance

A multi-pronged and technology-enhanced approach makes Audio.IQ the industry’s best compliance solution.

Risk Based Sampling

Sampling across business units, practices and desks based on compliance risk

Risk Based Sampling

Sampling across business units, practices and desks based on compliance risk

Red Flag Analysis

Conduct-based red flags based on rules or our AI

Targeted Searching

Targeted searches based on any criteria with Boolean operators or concept searches

Investigations & Litigations

It’s inevitable – even surveillance and compliance programmes cannot avoid disclosure obligations pursuant to regulatory requests or court-mandates. Historically, audio presented a significant challenge to businesses in this context.

Audio.IQ has saved banks millions with competitive data pricing and enhanced functionality tailored to litigation and investigations. It connects seamlessly with industry leading eDiscovery platforms. Audio.IQ enables legal teams to use familiar analysis tools and workflows for e-comm matters and audio.

Search

  • Metadata
  • Aliasing
  • Transcript
  • Categories 

Prioritize

  • Informed by data points
  • Case Strategy
  • See aside files for review

Advanced Analytics

  • Concept searching and clustering
  • Predictive Modeling

Review

  • Audio tagging workbench
  • Batching of files for review
  • Escalation workflow

Get in touch with us to learn more.

Contact Us

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