BBN Technologies

AVOKE Caller Experience Analytics is a new business start-up within BBN. We are part of BBN’s Delta Division, whose charter is to apply BBN’s technology and expertise to solve problems and add value in new markets.

We are leveraging 30 years of BBN research in speech recognition, language processing and call center optimization to develop an innovative new analytics solution. Our mission is to make call centers satisfying for callers and efficient for the companies that operate them.

We provide the first and only analytics to examine telephone interactions from the caller’s perspective. Our customers benefit from caller experience dashboards and analysis tools that reveal exactly where and how to eliminate dissatisfiers, increase sales and reduce cost.

Our customers include 8 regional and super-regional utilities, 3 of the largest telecom/cable companies, 4 healthcare/insurance providers, the 3rd largest credit agency, one of the largest airlines, and 3 diversified financial services companies. The business value is proven and our unique competitive advantage is protected by a growing patent portfolio.