Speech Recognition News

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

VOX Network Solutions Launches NuStratus Contact Center as a Service cloud solution powered by Spoken

Posted by Heidi Miller on Jul 28, 2015 11:09:53 AM

NuStratus-Logo-v2BRISBANE, CALIFORNIA VOX Network Solutions, Inc., a leading provider of technology and services for enterprise businesses announced that its cloud-based NuStratus portfolio will offer Contact Center as a Service (CCaaS) solutions powered by Spoken, a leading cloud infrastructure provider developing on the Avaya platform. The NuStratus CCaaS powered by Spoken platform currently supports over 40 million monthly minutes and tens of thousands of agents with 99.999% up time and comprehensive security.

The flexible NuStratus CCaaS platform enables clients to seamlessly transition to next- generation cloud capabilities while maintaining existing premised-based investments as they evolve to our full suite of native cloud-based contact center applications. This complete suite of fully integrated contact center tools is available à la carte for the most flexible, cost-efficient options on the market today. NuStratus CCaaS by Spoken provides usage-based pricing, rather than peak capacity, which results in significant cost savings. NuStratus CCaaS can eliminate payment obligations for unused capacity and swiftly scale up or down as needed with minimal capital expenditures or costly delays.

“Spoken is proud to power VOX Network Solutions' cloud contact center. The demand for a secure cloud is really exploding in the call center space, and VOX has been remarkably responsive to customer demand for a scalable yet secure cloud platform. Our goal is to help VOX exceed customer expectations with on-demand scalability, 99.999% reliability and perfect forward secrecy for comprehensive cloud security. With NuStratus CCaaS powered by Spoken, customers will have the most secure contact center cloud available today in a highly flexible, on-demand model,” said Howard Lee, CEO of Spoken Communications.

VOX is bringing its NuStratus cloud leadership to enterprise companies with an easy-to- use subscription service,” said Scott Landis, President and CEO, VOX Network Solutions. “Through our partnership with Spoken Communications, our NuStratus CCaaS portfolio is providing a foundation that allows our clients to leverage cost effective cloud solutions and ultimately enable better customer experiences.”

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About VOX Network Solutions

VOX Network Solutions, Inc., is a leading provider of converged voice and data solutions and services to corporate enterprises and business partners alike. VOX’s extensive knowledge and expertise uniquely positions it as a single source provider of advanced communication networks to businesses across a wide range of industries. VOX helps companies prosper by planning and implementing innovative technologies that accelerate business growth while protecting the bottom line.

Spoken CEO encourages health and fitness at annual meeting

Posted by Heidi Miller on Feb 23, 2015 3:47:00 PM

In Seattle, the land of startups grinding out 12-hour-plus workdays, it can be difficult for management IMG_7533and staff alike to remember that health and fitness are just as important as innovation and delivery deadlines.

Determined not to let Spoken's rapid growth get in the way of the team's health, Spoken CEO Howard Lee included a surprise for the Spoken team at last month's 2015 annual company meeting. The team-building scavenger hunt exercise included a stop at the local Brooks Trailhead store, where every team member received a custom fitting and a new pair of Brooks running shoes.

"We're growing really quickly, and that means that everyone is working long hours and weekends," said Lee. "But our people and their health has to come first. We in the C-suite need to encourage our teams to hold walking meetings, to take the stairs and to take their vacations."

Spoken_staff_with_running_shoesSome staff members found the shoes so comfortable that they wore them for the remainder of the meeting, even sporting them for the company photo! "I've started wearing them to run stairs in the office between meetings," said Director of Client Services Tyler Peterson.

"I fully supported the idea to give our staff new running shoes," said Spoken CFO Ty Graham. "I wear mine for my weight lifting regimen, and it's a nice reminder that Spoken supports our staff 24/7, in all aspects of their lives."

Recent reports show that an inactive lifestyle can shorten lifespan, increase inflammation and increase the risk of heart attack.

Spoken Announces New Release of Spoken Engage Cloud Reporting

Posted by Heidi Miller on Feb 11, 2015 2:20:38 PM

The Spoken Engage reporting and big data tool gets EvenBetter

Engage_heat_map_screen_shot_cleanSeattle, WA February 11, 2015 — Spoken Communications, a leading cloud infrastructure provider of telecom services for contact centers, today announced a new release version for Spoken Engage, the online reporting and big data visualization platform for contact center managers, executives and business owners.

Spoken Engage is a Software as a Service (SaaS) real-time and historical reporting tool designed to provide an easy, color-coded view to real-time data for both instant performance management and historical business insights. Spoken Engage's innovative user interface is famous for its color-coded Heat Map, which allows any user to immediately determine and drill down to problem areas at a glance.

The new release version 2.0 offers a number of customer-requested improvements, including a new Heat Map look and feel, the ability to customize the configuration of Heat Map ranges and colors, an Enterprise View for line of business owners to view multiple Client Heat Maps in a single view, integration with HyperQuality's ClearMetrix scores and the addition of a searchable Recordings page for immediate streaming playback of call recordings.

"We noticed that Engage customers love the Heat Map, and they all want to customize it," said Mohamed Rafiq, Director of Technology. "So we focused on allowing for more custom configuration, especially for those line of business owners that manage multiple clients. And having the call recordings and ClearMetrix fully integrated with Engage was a no-brainer; why not let our customers stay within Engage to get all their reporting and performance management work done?"

The new version of Spoken Engage makes the process of reporting and performance management even more customizable and user-friendly. The new version features:

  • Heat Map The Heat Map's look and feel has been upgraded, with new custom color and range configuration options available for administrators and larger, more visible details for box mouse-overs.
  • Enterprise View For line of business owners that handle more than one client, a multiple-client view is now available.
  • ClearMetrix Customers using ClearMetrix for quality assurance can now configure the Agent dashboard to show the Agent's ClearMetrix QA score.
  • Recording playback A Recordings page has been added to allow for searching and playback of call recordings using multiple search criteria.
  • Reports Multiple standard reports have been added and are now available to all Engage users.

For a copy of the full Release Notes 2.0 or to find out how Spoken Engage can help provide insights into real-time and historical performance data at a glance, contact us today.

Leading Outsourcer STARTEK Selects Spoken Communications as a Technology Partner

Posted by Heidi Miller on Jan 21, 2015 1:10:06 PM

StarTek-Logo_-_Version_2SEATTLE, WA – Jan 21, 2015 – Spoken Communications, a leading innovator and provider of a cloud based technology platform for the Business Process Outsourcing (BPO) industry, today announced that STARTEK has partnered with Spoken to deliver an innovative cloud-based Call Center as a Service (CCaaS) platform to its clients. STARTEK is a comprehensive contact center and business process outsourcing service company.

"We wanted a solution for our clients that would not only meet our current technology requirements but also provide an adaptive bridge to the future with the strategic vision that STARTEK is shaping in the BPO industry," said Kamalesh Dwivedi, CIO of STARTEK. "Spoken's approach to encapsulate Avaya’s voice server platform with layers of advanced technology aligns very well with our scalable and adaptive technology strategy. STARTEK plans to leverage soft switch technology from Spoken in the future."

Spoken has experienced significant momentum over the last year, including its recent agreements with PLDT in the Philippines and two additional significant outsourcers. Additionally, the company's customer base has expanded to support 25,000 call center agents, up from 9,000 in 2012. The Spoken CCaaS platform has been gaining recognition within the industry, having recently received the 2014 CRM Excellence Award and the 2014 TMC Product of the Year award. Spoken was rated the fastest-growing telecommunications company in the U.S. by Inc. magazine in 2012.

"We are thrilled to bring STARTEK on to the Spoken platform," says Howard Lee, CEO of Spoken. "As a leading outsourcer, STARTEK's goal of delivering the highest quality service to its clients while leveraging cloud innovation aligns perfectly with Spoken's mission."


STARTEK (NYSE: SRT) is a business process outsourcing and IT-enabled service company. We serve a variety of industries including: financial, communications and media, technology, retail and a rapidly expanding STARTEK Health division. STARTEK currently supports customers through all contact channels by providing a comprehensive suite of BPO capabilities STARTEK is headquartered in Denver, Colorado and has contact centers strategically located around the world to offer the best solution to meet client demand. Additional information is available at www.startek.com.

Spoken Communications to Offer Enterprise Hybrid Cloud Contact Center Solution Incorporating Avaya

Posted by Heidi Miller on Dec 17, 2014 11:01:00 AM

Updated 2-26-15

Seattle, WA. December 17, 2014—Spoken Communications, a cloud infrastructure provider specializing in contact center virtualization, today announced an agreement with Avaya, a leading provider of team and customer engagement solutions, to offer a hybrid cloud Contact Center as a Service (CCaaS) solution for enterprise contact centers. Spoken Communications will offer Avaya Cloud Services on Avaya’s Customer Engagement technologies. The multi-tenant cloud platform enables companies to seamlessly transition to next-generation contact center capabilities. The cloud platform supports a hybrid approach that allows companies to maintain existing premises-based infrastructure while evolving to a full suite of native cloud-based contact center applications.

Customers have three options for adoption of Spoken's Cloud Services incorporating Avaya: as discrete cloud applications, a pure cloud or a hybrid cloud offering. Each application is available for integration à la carte, eliminating the need for any enterprise to discontinue its current applications such as call recording or Computer-Telephony Integration (CTI). The platform's flexibility extends to call recording and screen capture applications, which customers can customize to partial percentage or 100% capture.

The ability to host sensitive customer data such as call or screen capture recordings locally on the client's premises addresses concerns around data security, which is a common obstacle to cloud transition. A shift to a pay-as-you-go, monthly utility-based pricing model provides customers with more flexible pricing that addresses the need for cost-effective scalability.

"Clients are seeking ways to transition to the cloud while maintaining their legacy infrastructure and applications," said Spoken CEO Howard Lee. "The fact that customers can integrate anything from a single application such as cloud call recording to the entire application stack gives customers the flexibility they've been asking for while offering a low-risk place to start.”

"Contact center customers will benefit from the security, scalability and pay-as-you-go pricing model of Spoken's hybrid cloud service," said Joe Manuele, Vice President of Global Service Providers, System Integrators and Cloud at Avaya. "We believe this cloud solution offers customers the level of data security and flexible scalability they need as they transition to cloud.”

Spoken Communications Appoints Simon Crosby to Board of Directors

Posted by Heidi Miller on Oct 30, 2014 2:00:00 AM

Simon_CrosbyCloud industry veteran to help guide strategy as Spoken contact center cloud services continue rapid growth

SEATTLE, WA. – October 30, 2014 – Spoken Communications, provider of the first carrier-grade contact center infrastructure delivered as a cloud service, today announced that it has appointed cloud industry leader Simon Crosby to its board of directors.

“It is a privilege to join the board at a time when their rapid growth is a vindication of their vision,” said Crosby. “Spoken’s ability to enable customers to take advantage of a rich fabric of powerful cloud-hosted contact center services that save money, improve security and permit rapid development of innovative CRM applications is the future.”

Well-known in the industry for his ability to combine technology with business drivers, Crosby is the CTO and co-founder of Bromium, the pioneer and leader in transforming endpoint security using micro-virtualization. Prior to Bromium, Crosby founded and served as CTO of XenSource, which was acquired by Citrix in 2007. At Citrix, he served as CTO of the Virtualization and Management Division. He was previously a principal engineer at Intel where he led strategic research in distributed autonomic computing, platform security and trust, and co-founded CPlane Inc., a network optimization software vendor. Prior to CPlane, Crosby was a tenured faculty member at the University of Cambridge, UK, where he led research on network performance and control, and multimedia operating systems.

“Simon’s extensive experience in cloud computing and infrastructure as a service (IaaS) will be invaluable as we continue to expand beyond our current offering,” said Howard Lee, CEO of Spoken Communications. “Spoken's cloud contact center services have been highly successful as a flexible, native cloud offering, and the next step is to expand that cloud infrastructure beyond the contact center to serve the entire enterprise.”

About Spoken CCS

Spoken Contact Center Services (CCS) is carrier-grade contact center infrastructure delivered as a cloud service. Natively cloud, Spoken CCS enables enterprises and BPOs to seamlessly scale their contact center capacity utilizing multi-tenant, secure and reliable cloud services with pay-as-you-go pricing. The suite of à la carte applications for contact centers, 411 carriers and enterprise enables organizations to seamlessly scale their contact center capacity with carrier-grade reliability and security and transforms contact centers from capital-intensive, fixed-capacity facilities into flexible, reliable, secure operations that enable and dynamically respond to new business demands, including business process outsourcing and work-from-home initiatives. Spoken CCS seamlessly integrates with and extends legacy on-premise contact center infrastructure and CRM systems. Additionally, its powerful JavaScript APIs provide flexibility and speed integration while providing for the development of new applications and workflows.

About Spoken Communications
Spoken Communications, founded in 2005 and incorporated as Intellisist®, Inc., is a leading provider of carrier-grade cloud infrastructure. The award-winning Spoken CCS is the only native cloud, multi-tenant platform featuring perfect forward secrecy and offering an alternative hybrid cloud integration to preserve legacy systems. The flexible Spoken platform offers à la carte applications to gradually transform contact centers form capital intensive facilities into a flexible, reliable, secure cloud service with responsive, pay-as-you-go pricing. For more information visit www.spoken.com

Media Contact
Heather Fitzsimmons
Mindshare PR


Spoken Announces New Release of ClearMetrix

Posted by Heidi Miller on Oct 22, 2014 5:39:00 AM

ImageThe ClearMetrix online quality and coaching platform gets EvenBetter®

Seattle, WA October 22, 2014 — Spoken Communications, a leading cloud infrastructure provider of telecom services for contact centers, today announced a new release version for ClearMetrix, the online quality and coaching platform for contact center managers, analysts and executives.

ClearMetrix is a Software as a Service (SaaS) quality and coaching tool designed to help organizations coach their agents to be EvenBetter® while helping to improve overall quality processes. The new release version 4.2 offers several new features, including scheduling for customized reports, scheduling for data feeds, and additional report delivery methods, including FTP, SFTP and email. Additionally, one of ClearMetrix's most popular features, email alerts, now offers templates for personalized messaging to enhance the actionability of the alerts.

"We noticed that ClearMetrix customers love to personalize their quality reporting," said Mohamed Rafiq, Director of Technology. "So we developed new features to facilitate even more personalization: now, users can create specific reports or data feeds just once and then schedule them to recur on a regular basis. These days, agent quality is all about the ability to tailor reporting to the client's culture."

The new version of ClearMetrix makes the process of coaching to improve agent quality even more customizable and user-friendly. The new version features:

  • Report scheduling All reports are now schedulable on a daily, weekly or monthly basis, including regular recurring reports
  • Data feed scheduling Raw data extraction and download is now automatable
  • Report delivery In addition to report export via CSV, XLS and PDF, reports can now be delivered via FTP, SFTP and email as well
  • Alerts In addition to standard alerts, clients can now request customized alert templates with personalized messaging for a tailored experience

To find out how ClearMetrix can help your contact center to be EvenBetter every day, contact us or review the ClearMetrix demo video.

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 Named in Top 100 Best Companies to Work for in Seattle

Posted by Heidi Miller on Jul 29, 2014 2:30:00 PM

Seattle Business magazine names Spoken Communications among the top 100 Seattle companies to work for

2014 SBM Best Company logoSeattle, WA – July 29, 2014Spoken, provider of a leading cloud platform for call center outsourcer, today announced that Seattle Business Magazine has named Spoken as one of the Best Companies to Work for in Seattle in 2014. Spoken was ranked 22nd among small companies, with work environment noted as the top-ranked category.  

The awards program is based exclusively on employee surveys. Research firm Fieldwork Webwork used the employees’ detailed responses to determine each company’s score in 10 categories, including such vital areas as communication, executive leadership, corporate culture and workplace environment. The 100 Best Companies to Work For list is separated into five classifications: small firms of 30 or fewer employees; midsize, 31 to 99 employees; large, 100 or more employees; nonprofits and firms headquartered outside Washington.

“We have an amazing team in Seattle,” said Tonia Lopez-Song, Director of Team Development and Recruiting at Spoken. “And we do our best to give the entire team everything they need to enjoy the experience, from the option to work from home to Orca cards to flex time or even a World Cup pizza party. And by the way, we're hiring!” 

Heidi Miller, Tonia Lopez-Song and Shalen Bradley at 100 BestOn 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.

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.

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