Numonix is a compliance recording company that specializes in capturing, analyzing, and managing customer interactions across various modalities. They’re committed to revolutionizing how businesses extract value from customer interactions, offering solutions that empower businesses to make informed decisions while accelerating revenue growth, enhancing customer experiences, and maintaining regulatory compliance. By leveraging state-of-the-art technology, they provide powerful tools that help organizations ensure compliance, mitigate risk, and discover actionable insights from communications data.
Numonix has many call center clients for whom regulatory compliance is crucial. They needed a way to help their clients monitor calls and customer interactions, solve call-compliance issues, and gather and extract valuable insights from their data. They were further challenged by the need to process and extract insights from different formats, including audio, images, video, and text, while improving data quality and accuracy, and streamlining workflows.
However, the manual process to evaluate calls is cumbersome, inaccurate, inefficient, and resource intensive. Plus, their legacy media deployments required a lot of complex hardware on-premises, which hindered their ability to react quickly. If a client suddenly ran out of storage, Numonix had to scramble to quickly scale up in order to provide the needed storage. Plus, customers had to pay upfront for potential scale that they might want to reach in the future.
To solve these issues, they partnered with Microsoft to leverage Azure’s flexible cloud services and updated their service to better manage multimodal content. To do this, they leveraged Azure AI Content Understanding, which helps businesses and developers create multimodal AI apps from varied data types, and helps to unify their separate workflows related to individual modalities. It offers prebuilt templates, a streamlined workflow, and opportunities to customize outputs for use-cases such as call center analytics, marketing automation, and content search, without needing specialized AI skills, all while maintaining robust security and accuracy.
Now, Numonix has the ability to capture insights from all recorded call data in multiple modes, including audio, video, text, and images. They can transcribe and analyze content from calls and meetings, understand context, watch videos of call interactions, and ensure compliance across all conversations.
With the transition to Azure, the challenges associated with on-premises server environments, including costs and ongoing maintenance, have been eliminated. Now, when it’s determined that extra space is needed, the service seamlessly scales to the increased volume of content being processed.
“We have successfully delivered seamless scalability for our customers, including the capability to integrate their Azure Blob storage accounts with our platform,” said Michael Levy, Founder and CEO. “Our platform offers a combination of robust functionality, exceptional flexibility, and comprehensive security—key advantages that we are proud to provide to our customers.”
“Adopting Azure has been a transformative decision, enabling us to deliver a cloud-native solution that facilitates faster deployment for our customers while ensuring long-term scalability, technology advancements, and robust security. Scaling from 1,000 to 10,000 users is now a seamless license adjustment, with no need for complex backend modifications or DevOps intervention."
Empowered by Azure AI Content Understanding, Numonix now offers industry-leading quality management. They’ve been able to take their customers’ call coverage from roughly around 3% all the way up to 100%, and the cost is lower because it’s far less resource-intensive. “It’s been a productivity multiplier,” says Evan Kahan, CTO of Numonix. “Leveraging Azure AI Content Understanding across multiple modalities has allowed us to supercharge the value of recorded data Numonix captures on behalf of our customers.”
At the same time, they’ve expanded their business capabilities to extend even more value to their clients. As a result of implementing Azure AI Content Understanding, they’ve grown from only offering audio, to also offering video, screen sharing, document sharing, chat, live interaction, and document intelligence. In addition, they can leverage multiple tools for their customers—tools like secure and compliant meeting insights, PII redactions, and automated risk alerts all come together to help clients gather and unlock their data's full potential, drive efficiency, and innovate.
Says Evan Kahan: “We’re able to bring that all together…to make sure that the audio and video that you have provides the most value that you could possibly get out of it, which we really didn’t have access to before. Everything we got out of it before was a small piece of the picture. Now, with Azure AI Content Understanding, we’re really able to leverage all of these Microsoft tools to bring this full picture to our customers.”
Get started:
- Learn more about Azure AI Content Understanding.
- Try Azure AI Content Understanding in Azure AI Foundry.`
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