Speech Recognition News

News, opinions and information on the state of call centers, cloud contact centers and IVRs worldwide

Spoken announces Inc. 500 Fastest-Growing Company Award at User Conference

Posted by Heidi Miller on Sep 22, 2014 1:56:00 PM

Inc_500_labelSenior representatives from key Spoken customers celebrate the company's growth and innovation

September 12, 2014 -- Spoken kicked off its annual Boost user conference with the announcement that the company has been ranked as one of the fastest-growing companies in the U.S. by Inc Magazine for the second year in a row. Spoken is a cloud provider specializing in voice services that allow large enterprise and contact centers to run their telecom infrastructure in the cloud.

The 2014 Inc. 500|5000 list ranks America's fast growing companies across 22 industries. Spoken is a two-time winner, having made the Inc 500|5000 list for the first time in 2013. With $15.5 million in revenue in 2013, Spoken has experienced a three-year growth rate of 1,149%.

“This award is a byproduct of the growth fueled by the partners and customers who are at this conference," said CEO Howard Lee at the Boost awards dinner. "Spoken thanks you all for your support, and we look forward to many more years of close partnership and growth. We believe that the future of telecommunications and voice services is in the cloud, and you are proving that to be true.”

Spoken, along with its subsidiary, HyperQuality, provides scalable cloud telecommunications infrastructure for large contact centers, as well as specialized cloud-based product lines including Smart IVR for 411 directory assistance, the Spoken Smart IVR, and quality assurance. At the Boost user conference, over a dozen of Spoken’s largest customers share their insights on leveraging Spoken's scalable cloud for growth.

"We chose Spoken because of the platform's exceptional ability to scale for spikes in capacity," said Martin Ingram, CIO of Arise Virtual Solutions. "The ability to easily double or even triple a client's agent workforce on a daily, weekly or monthly basis is hugely beneficial and highly efficient. When one of our Fortune 100 clients dumped 1,600 additional calls into the queue, Spoken handled it well and without incident."

Spoken's voice services comprise the Spoken Contact Center as a Service offering, a cloud infrastructure platform for both voice and multimedia services. The platform includes digital telephony, automated and human-assisted voice recognition, call recording, reporting and quality assurance product modules. Each product module is offered à la carte and can easily be integrated with existing third-party technology, including legacy ACDs or CRM applications. On the voice side, Spoken currently processes over 30 million minutes of voice calls per month, which are being directed to over 25,000 agents located in the US, Europe, and Asia.

Thanks to the scalability of its cloud infrastructure, Spoken has experienced over 100% year over year growth for the last four years. “The growth that this award reflects is driven by Spoken's deepening partnership with their existing customers and the addition of significant new customers, such as StarTek," says Jonathan Roberts, Spoken Board Member and General Partner at Ignition Partners. "This growth has also allowed Spoken to become net income positive, which as an investor, is a nice milestone to achieve.”

Spoken Communications Announces Spoken Smart IVR for 411

Posted by Heidi Miller on May 15, 2014 8:42:00 AM

Award Winning Platform Releases Enhanced IVR Engine That Helps Call Center Agents Improve Accuracy and Customer Experience for Directory Assistance Calls

Spoken Smart IVR for 411Seattle, Washington, May 15, 2014 –  Spoken Communications, provider of the leading cloud platform for contact center outsourcers, today announced the new Spoken Smart IVR for 411, an Interactive Voice Response (IVR) system tailored to the needs of the directory assistance market.

The Spoken Smart IVR for 411 is a patented solution that utilizes pinpointed, real-time human intervention in the form of "Silent Guides" to increase the efficiency of IVR automation.  When the automated speech recognition (ASR) engine doesn't understand a caller utterance, rather than asking the caller to repeat the response, the utterance is flagged for a Silent Guide to correct while the call flow continues for the caller without pause. As a result, directory assistance providers can answer more calls with fewer live agents while simultaneously improving accuracy and customer experience.

"We are pleased to announce this simple, cost-effective solution that increases the efficiency of the directory assistance call flow as well as the accuracy of response," says Charlie Anderson, President of Voice Discovery Services at Spoken Communications. "We've had several 411 providers using the Spoken Smart IVR for 411, and we are seeing more than a double digit increase in IVR automation efficiency, with more improvements on the horizon. More importantly, the customer experience has improved notably."

Historically, ASRs have been confined by limited grammars and problematic background noise, which can hinder the customer experience. 411 calls in particular are focused on a single task and ideally quite short. Therefore, every second of the interaction directly affects the customer experience. According to research, 89% of customers identified that “repeating-myself” syndrome is one of their biggest sources of irritation when calling into a call center. This presents a unique challenge to 411 IVR development: how can providers be assured of high first-time speech recognition levels and avoid the need for costly response repetition? With the Smart IVR's Silent Guides monitoring four to 10 calls simultaneously, the benefits of improving automation accuracy far outweigh the costs.

“Consumers have increasingly high expectations of automated speech interaction with IVR systems, due in part to publicity about mobile personal assistants and voice search,” notes William Meisel, president of TMA Associates and editor of Speech Strategy News. "Meeting and sustaining those expectations can be difficult and expensive in a directory assistance environment. Spoken’s solution of backing up the speech understanding with ‘hidden’ agents is an effective compromise that maintains caller confidence, while at the same time, identifying areas where the natural-language processing needs to be bolstered.” 

Following milestone growth in 2013, Spoken’s cloud call center platform was honored by CUSTOMER magazine as Product of the Year and most recently received the publication’s top honor for the CRM Excellence awards. Inspired by the need to improve agent performance and the customer experience in the call center, Spoken has developed a cloud-based platform that empowers enterprises and outsourcers to deploy the work-from-home model to create a more agile and cost-effective contact center. With global partnerships and steadily increasing year-over-year growth, Spoken’s platform supports over 25,000 call center agents – up from 9,000 in 2012 – and helps customers save up to 15% in operating costs.

More information about the Spoken Smart IVR for 411, including a demo video, is available here.

Spoken Wins a 2014 CRM Excellence Award

Posted by Heidi Miller on Apr 29, 2014 11:28:00 AM

Getting some well-deserved recognition from CUSTOMER Magazine, Spoken's dedicated team snagged one of this year’s CRM Excellence awards as a result of our work with longstanding customer, Arise, the U.S.'s leading provider of virtual business process outsourcing and contact center services. Acknowledged for the cutting edge innovation in helping Arise achieve significant business results, Spoken’s platform played a key role improving the processes of Arise’s business by streamlining the workflow process.

CRM excellence award logo

Relying heavily on hard data, facts and statistics, this year’s judging panel looked for solutions that demonstrated the significant improvements a company’s product made to a customer’s bottom line. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer. Standing out amongst hundreds of other submissions, the CRM Excellence Award judging team chose Spoken as a winner because of our commitment to being a true CRM partner to Arise.

Previously in the market to transition their on-premise platform to a more flexible cloud environment, Arise chose Spoken to help them scale and provide advanced call center services to their thousands of at-home agents servicing Fortune 100 companies. Using the Spoken platform, Arise was able to transition 27 client tenants to the platform without a single rollback. In addition, they were able to reduce agent support calls by 99%, resulting in an operational savings of over $340,000 per year. Altogether, Arise was able to triple revenue from $50 million yearly to $150 million over a period of two years.

The Spoken team is thrilled to be recognized not only as a leader in enterprise contact center technology but also as a relentless customer advocate. Many thanks to all of our customers for their support!

Make sure to look for us in the May edition of CUSTOMER magazine!

Cross Channeling Webinar: Industry Analyst Guest Speaker Offers Call Center Best Practices

Posted by Heidi Miller on Mar 20, 2014 10:57:00 AM

How to Manage Cross-Channel Integration in the Call Center

Art Schoeller, Forrester AnalystSeattle, WA – March 24, 2014Spoken, provider of the leading cloud platform for contact center outsourcers, today announced an upcoming webinar titled, “Stop! Five Things You Must Consider Before Cross-Channeling Your Contact Center,” taking place on Mar. 26 at 11:30am PT. Hosted by Spoken, webinar speakers include Spoken CEO, Howard Lee, as well as guest speaker Art Schoeller, VP and principal analyst at Forrester Research, Inc. Together, the two experts will reveal the top considerations for today’s multi-channel contact center.  

In today’s digital ecosystem, consumers are no longer limited to the phone when it comes to their customer service queries. Despite the advantages of multi-channel capabilities in the call center to the overall customer experience, call center managers are struggling with successful implementation. Oftentimes, multichannel turns into a conglomeration of disparate channels with unmatched data sets and no strategy for evaluating or analyzing success. 

Webinar: Stop! Five Things You Must Consider Before Cross-Channeling Your Contact Center

When: Wednesday, March 26 at 11:30 AM PST / 2:30 PM EST

Alongside 35-year industry veteran, Art Schoeller, Lee will aim to help company leaders, IT professionals and contact center and operations executives strategize key considerations for cross-channel integration while simultaneously optimizing the data generated by each channel. Webinar participants will learn how cross-channel contact center data is mapped, prioritized, actionable and measurable.

On the heels of momentous 2013, Spoken is emerging as a market leader with their innovative platform and suite of call center applications. Unlike competitive technologies, Spoken adds critical virtual agent desktop integration and big data tools to help call centers improve agent performance as well as the customer experience. Spoken’s cloud-based call center technology platform empowers enterprises and outsourcers to deploy the work-from-home model to create a more agile and cost-effective contact center. With global partnerships and steadily increasing year-over-year growth, Spoken’ platform supports over 25,000 call center agents – up from 9,000 in 2012.

Spoken CEO to Speak on How Siri and Watson Have Changed Call Centers

Posted by Heidi Miller on Mar 3, 2014 3:22:00 PM

Session at Mobile Voice Conference focuses on modern call center best practices

Mobile Voice Conference 2014 banner

Seattle, WA – March 3, 2013Spoken, provider of a leading cloud platform for call centers and creator of the human-assisted Smart IVR, today announced that Howard Lee, CEO of Spoken, will present his industry insights on how tools such as Siri and IBM's Watson are changing expectations and practices in the modern call center at the Mobile Voice Conference on March 4 in San Francisco, CA.

Co-organized by AVIOS, the Mobile Voice conference will focus on the revolution in voice interface that is changing the way customers and businesses view services and devices using automated speech interaction. During the session, Lee will review the capabilities of two modern speech recognition applications: Apple's personal assistant Siri and IBM's artificial intelligence system Watson.  He will also offer his insights on how those capabilities have affected both customer expectations and best practices for the modern contact center. Additional information about the session is included below:

Mobile Voice Conference

Session: How Siri Has Changed the Call Center: New Best Practices

When: Tuesday, March 4, 2014 @ 11:00am – 12:00pm PST

Location:  Hyatt Fisherman's Wharf

Session Description: Siri and other personal speech recognition systems have familiarized the public with speech recognition, but they have also created unrealistic expectations in the world of call center IVR speech recognition. The old best practices aren't cutting it; new best practices for implementing speech recognition models in the call center have arisen. In this session, attendees will learn what callers expect from IVR speech recognition in the age of Siri and Watson as well as best practices for both inbound speech recognition and IVR big data mining.

Since joining the company in 2005, Howard has brought to market the patented human-assisted Smart IVR as well as the leading cloud contact center platform for outsourcers. Spoken’s platform empowers businesses to deploy the work-from home model to create a more agile and cost-effective contact center. Unlike competitive technologies, Spoken offers utility-based pricing and an à la carte application stack, which results in considerable cost efficiencies as well as friction-free, scalable integrations. As a result, the company has achieved record business growth in 2013 with global partnerships and steadily increasing year-over-year growth. Spoken’ platform currently supports over 25,000 call center agents – up from 9,000 in 2012.

Spoken Receives TMC’s CUSTOMER Magazine 2014 Product of the Year Award

Posted by Heidi Miller on Jan 30, 2014 4:20:00 PM

Leading contact center cloud platform recognized for exceptional innovation and outperforming competitive technologies in flexibility, scalability and cost efficiency

TMC Customer Product of the Year Award 2014Seattle, WA – January 30, 2014Spoken, provider of a leading cloud platform for call centers and creator of the human-assisted Smart IVR, today announced that TMC, a global, integrated media company, has named Spoken as a CUSTOMER Magazine 2014 Product of the Year Award winner. Since debuting in 1997, the CUSTOMER magazine award program has set out to honor the most innovative, impactful solutions advancing the Call Center, Teleservices and CRM markets. Recognized among a distinguished group of industry trailblazers including Citrix, Monet Software and RightAnswers, Spoken’s platform helps major Fortune 500 enterprises and outsourcers improve call center operations and drive customer loyalty.

“The CUSTOMER Product of the Year award was established to honor those products and solutions that have truly improved the customer experience,' said Erik Linask, Group Editorial Director, TMC. “Without a doubt, this year's winners represent some of the most innovative and useful customer experience management solutions available on the market in 2014."

“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Spoken with a 2014 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “The company’s Contact Center Cloud Platform has proven deserving of this elite status, and I look forward to continued innovation from Spoken in 2014 and beyond.”

On the heels of momentous 2013, Spoken is emerging as a market leader with their innovative platform and suite of call center applications. Spoken’s cloud-based call center technology platform empowers businesses to deploy the work-from-home model to create a more agile and cost-effective contact center. Unlike competitive technologies, Spoken adds critical virtual agent desktop integration and big data tools to  help call centers improve agent performance as well as the customer experience. As a result of this innovation, the company has achieved milestone growth in 2013 with global partnerships and steadily increasing year-over-year growth. Spoken’ platform currently supports over 25,000 call center agents – up from 9,000 in 2012.

“We never forget that the goal of technology is to help agents serve the customer better. Call center agents are the front line of customer engagement. With each call, agents have the opportunity to give a winning customer experience,” said Howard Lee, CEO of Spoken. “Our cloud-based contact center technology was developed to help agents be even better every day, and as a result, arms every agent with the tools and data to keep every customer experience not only efficient but outstanding.”  

The 16th Annual Product of the Year Award winners will be showcased in the January/February 2014 issue of CUSTOMER Magazine. For more information about the CUSTOMER 2014 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

TMC’s CUSTOMER Magazine

TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit http://customer.tmcnet.com for more information.

About TMC
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 - HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress; Super Wi-Fi Summit - The Global Spectrum Sharing and TV White Space Event; SIP Trunking, Unified Communications & WebRTC Seminars; Wearable Tech Conference & Expo III; Fitness and Sports Wearable Technology (FAST) Expo II, WebRTC Conference & Expo IV; and more. For more information about TMC, visit www.tmcnet.com.

Spoken CEO Invited to Speak Alongside Call Center Industry Leaders at SmartVoice Conference at ITExpo

Posted by Heidi Miller on Jan 22, 2014 5:13:00 PM

Howard Lee, Spoken CEOHoward Lee to Participate in Call Recording and Call Archiving Panel Discussion

Seattle, WA – January 22, 2013Spoken, provider of a leading cloud platform for call centers and creator of the human-assisted Smart IVR, today announced that Howard Lee, CEO, will present alongside other industry experts in a panel discussion at the SmartVoice Conference, on January 28 in Miami, FL.

Co-located with TMCnet’s ITExpo, the SmartVoice conference will focus on how today’s smart voice technologies are transforming call center interactions by improving productivity, reducing cost inefficiencies and yielding competitive marketing information. During the session, Howard will participate in a strategic conversation focused on the benefits of call recording and call archiving technologies along with their attached regulatory and compliance issues in niche markets. Additional information about the panel session is included below: 

SmartVoice Conference

Panel: Call Recording/Call Archiving

When: Tuesday, January 28, 2014 @ 11:00am – 12:00pm EST

Location: Miami Beach Convention Center

Session Description: The value-add of smart voice technologies have had an overwhelming impact on not only call center productivity and efficiency in niche markets, but they also help to glean significant insight and analytics to inform enterprise marketing operations. Coupled with the growing adoption of cloud contact center solutions, the integration of smart voice features are found to generate more revenue on a per user/customer basis due to more productive communications and the elimination of “Dumb” calls. Nonetheless, adoption of such technologies has been slower on uptake in mainstream markets due in part to regulatory hurdles and integration challenges.

Alongside representatives of AudioCodes and CounterPath, Howard will contribute to a conversation around how enterprise contact centers can improve operations through the implementation of smart voice technologies including, call recording/archiving, Hypervoice text-to-speech indexing, voice biometrics and voice analytics. The panel will also delve deeper into critical compliance and regularity issues tied to call recording/archiving, especially in industries such as the financial, health care, and legal.

Since joining the company in 2005, Howard has brought to market the human-assisted Smart IVR as well as the leading cloud contact center platform for enterprises and outsourcers. Spoken’s platform empowers businesses to deploy the ‘work-from home’ model to create a more agile and cost-effective contact center. Unlike competitive technologies, Spoken’s technology adds critical CTI integration that helps call centers improve the customer experience, agent performance and collect significant insight from call center data and analytics. As a result, the company has achieved record business growth in 2013 with global partnerships and steadily increasing year-over-year growth. Spoken’ platform currently supports over 25,000 call center agents – up from 9,000 in 2012.

Spoken Achieves Record Revenue Growth in 2013

Posted by Heidi Miller on Jan 14, 2014 11:37:00 AM

Business Demand for Cloud-Based Contact Center Technology Drives New Seattle Headquarters and Strong Recruitment Efforts in 2014

Seattle, WA – January 14, 2013Spoken, provider of a leading cloud platform for call centers and creator of the human-assisted Smart IVR, today announced record business growth in 2013 – including expansion into new global markets, partnerships with the Philippine Long Distance Telephone Company (PLDT) as well as other notable outsourcers, and supporting 25,000 call center agents – up from 9,000 in 2012. On the heels of this 2013 momentum, the company announced recruitment efforts for 2014 and the debut of its new Seattle headquarters.

In the era of cloud computing, a 1,000-seat cloud-based contact center can help businesses save approximately $3.1 million, or 27% over a five-year period, as compared to an on-premise implementation. With the cost benefits alone, there is little surprise that DMG Consulting projects the cloud-based contact center market to grow between 35-45% year-over-year until 2015.

At the forefront of contact center innovation, Spoken experienced 192% growth from 2011 to 2012, totaling $10.2 million in revenue. This significant growth landed the company a spot on the prestigious 2013 Inc. 500|5000 list, ranking #1 in the telecommunications category, which comprised of eight companies garnering $76.2 million in total revenue.

“The call center is no longer just a cost center, as enterprises increasingly realize the business value attached to contact center operations,” said Howard Lee, CEO of Spoken. “Helping our enterprise and outsourcer partners improve agent performance and achieve superior customer service has been the key to their and our continued success. As we continue to grow and expand, our mission will remain unchanged: lead the transformation of the call center into a customer loyalty driver.”

In addition to record revenue growth, Spoken also announced numerous partnerships in 2013, including a key international partnership with the Philippine Long Distance Telephone Company (PLDT). In November, Spoken expanded their global footprint into Asia after announcing their partnership with PLDT. The telecom giant launched the country’s first completely cloud-based suite of call center applications, Call-Center-as-a-Service (CCaaS) solution, which is powered by the Spoken Contact Center Cloud platform. The announcement expanded Spoken’s global reach to include seven total datacenters across the U.S., EMEA and Asia-Pacific markets. 

The Spoken Contact Center Cloud platform is the leading cloud-based contact center technology for enterprises, bringing flexibility, scalability and cost-efficiency to call centers around the globe. Unlike competitive technologies, Spoken’s platform adds critical customer relationship management (CRM) features that help call center executives improve the customer experience, agent performance and glean significant insight from call center data and analytics. The company’s technology currently supports an average of 20 million contact center minutes per month on their platform and customers tout savings of up to 15% in operating costs.  

To celebrate a momentous 2013 and debut the company’s new office space, Spoken will host an open house on January 15 from 5-7pm PT in Seattle. For more information or to register, please visit the Spoken Open House event page. 

 

About Spoken Communications

Spoken Communications, founded in 2005 and incorporated as Intellisist®, Inc., is a provider of a leading enterprise cloud platform for contact centers. The Spoken cloud platform supports cost productivity, enables big data streams and extends a flexible integration model to replace, extend or integrate with any legacy infrastructure and software. Currently supporting over 20 million contact center minutes per month on the platform, Spoken is a proven leader for a superior customer experience. For more information, contact Heidi Miller at heidim@spoken.com, visit www.spoken.com, call 1-206-428-6044, follow Spoken on Twitter @spokencomm, or subscribe to the Spoken blog.

 

 

Spoken Communications Selected to Launch First Cloud-Based Call Center Solution in the Philippines

Posted by Shawnrene Keppel on Nov 5, 2013 7:32:00 AM

 Spoken Expands Global Reach with First Asia-Based Datacenter; PLDT partners with Spoken to offer cloud-based contact center solution

Bellevue, WA – November 5, 2013Spoken Communications, provider of the first Avaya-based cloud platform for contact centers, today announced that the Philippine Long Distance Telephone Company (PLDT) has selected Spoken’s cloud-based call center technology to power its Call-Center-as-a-Service (CCaaS) solution. Based on a platform developed by Spoken, PLDT’s CCaaS provides a full-featured and robust suite of telecommunications applications designed to benefit outsourcing operations and increase the virtualization of communication operations in the region. PLDT’s solution marks the country’s first completely cloud-based suite of call center applications and expands Spoken’s global reach to comprise seven total datacenters across the U.S., EMEA and Asia markets.

In the new era of cloud-based efficiency, Spoken’s cloud-hosted infrastructure enables PLDT to offer scalable and flexible call center solutions to enterprises and outsourcers looking to avoid the long, arduous steps of infrastructure purchasing and installation. The fully redundant and robust platform provides all the functionality necessary to support today's active contact centers, including an Automated Call Distribution (ACD) system, which can easily integrate with a wide variety of call center platforms. PLDT’s CCaaS solution also provides add-on modules for call routing, Interactive Voice Response (IVR), end-to-end call recording, screen capture, disaster recovery and performance management, including live call monitoring, call data visualization and agent evaluations. Also available are professional services for a seamless integration of back-office applications from multiple platforms.

Together, with the suite of call center applications, Spoken’s platform also introduced a revolutionary payment scheme. PLDT’s CCaaS solution operates on a “pay-per-minute, per-app basis” – meaning that organizations are charged only for the amount of time they use, and only for the applications or features they use. This model enables virtualized call centers to readily scale applications and software based on the demands of their business due to seasonal rise and fall in call volume and usage. As a result, enterprises pay no fixed monthly operating expenses, and no expensive capital investments are required. According to a study by leading market research firm Frost & Sullivan, contact centers in the US have identified cost reduction as the top challenge in contact center initiatives prompting companies to rely on low upfront investment hosted contact centers. For larger operations with expansive call center needs, PLDT’s CCaaS offering produces considerable cost efficiencies.  

“Industries that rely heavily on their contact center operations depend on the security and reliability of PLDT’s fortified network,” said PLDT EVP and EICB Head Ernesto R. Alberto. “Our Cloud CCaaS offering is a highly flexible solution that easily evolves to match the changing contact center needs of enterprises, and seamlessly integrates into existing infrastructures. This launch exemplifies the kind of cutting-edge ICT solutions that PLDT is rolling out and demonstrates our ability to consistently think ahead and exceed the expectations of our clients – not just merely meeting their requests. With their long history with BPOs and call centers, Spoken got to the heart of the things that matter most to call center operations. We look forward to this new cloud-based technology.”

The Spoken-Avaya Contact Center Cloud Platform supports call center operations for a roster of global Fortune 500 companies in the U.S. and Europe. The partnership with PLDT expands the company’s international reach into Asia and makes Spoken the first cloud contact center provider to partner with a Filipino telecommunications company. The milestone also gives way to Spoken’s first data center in Asia, bringing the total to seven fully redundant, geographically diverse datacenters offering 99.999% uptime.

“Virtualized contact centers have seen a boom in the US, prompting enterprises, particularly small seat deployment companies to rely on the Cloud in their operations,” said Howard Lee, CEO of Spoken. “At Spoken, our main focus is developing innovative and robust solutions that address the key challenges associated with deploying, operating, managing and scaling today’s contact centers across the globe. As one of the largest Philippine-listed companies in terms of market capitalization, PLDT has a strong foothold in the Asian market, and our partnership will open the door for our continued growth and global expansion. The launch of PLDT's CCaaS solution serves as a proof point for the need of efficient, flexible and scalable contact center solutions.”

About PLDT

PLDT is the leading telecommunications service provider in the Philippines. Through its principal business groups – fixed line, wireless and others – PLDT offers a wide range of telecommunications services across the Philippines’ most extensive fiber optic backbone and fixed line and cellular networks.

PLDT is listed on the Philippine Stock Exchange (PSE:TEL) and its American Depositary Shares are listed on the New York Stock Exchange (NYSE:PHI).  PLDT has one of the largest market capitalizations among Philippine-listed companies. PLDT ALPHA Enterprise is the preferred and trusted ICT partner of Tier-1 enterprise customers, delivering end-to-end ICT solutions and a premium grade customer experience. 

Spoken Communications Recognized as Fourth Fastest Growing Private Company in Washington

Posted by Heidi Miller on Oct 11, 2013 12:43:00 PM

Puget Sound Business Journal’s Annual list of the 100 Fastest-Growing Private Companies Surveyed over 1,000 Businesses to Identify Top Companies with Most Dynamic Growth in 2013

Bellevue, WA – October 11, 2013Spoken Communications, provider of the first Avaya-based cloud platform for contact centers, today announced that the company was recognized by the Puget Sound Business Journal (PSBJ) as the fourth fastest growing private company in 2013. Accepting applications from more than 1,000 local businesses, the annual survey is one of the most well-known and dynamic lists published by the PSBJ. Spoken joins a distinguished group of companies that have collectively earned more than $1.5 billion in revenue in 2012, and experienced three-year revenue growth of over 173 percent.

To make the PSBJ’s celebrated list, companies must have recorded revenue of at least $500,000 in 2010, and demonstrated revenue growth through 2012. In addition, these firms must have been privately held during the reporting period and headquartered in Washington State. They cannot be subsidiaries of other companies. The chief executive officer or chief financial officer of each company must submit in writing — and personally vouch for — revenues.

“Spoken’s growth story is due largely to the support of our customers and partners, with whom we work closely to troubleshoot business challenges in the modern call center. The Spoken team believes that most call center issues can be addressed with technical innovation,” said Spoken CEO, Howard Lee. “And we're thrilled to be first in line to solve them."

Supporting call center technologies for a roster of global Fortune 500 companies, the Spoken-Avaya Contact Center Cloud Platform is the only contact center cloud available today built on Avaya infrastructure. The platform comprises five fully redundant, geographically diverse datacenters and offers 99.99% uptime. Currently supporting over 20 million monthly minutes and 10,000 virtual agents, the Spoken-Avaya Contact Center Cloud Platform supports operations in the U.S. and Europe. Together with Avaya at the base of this contact center cloud, Spoken provides the most robust yet flexible managed service platform to improve call center customer experience, cost-effective scalability and reliability.

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