Bellevue, Washington, February 21, 2012 – Spoken Communications, provider of a leading enterprise cloud platform for contact centers, today announced a new partnership with Varolii, a market leader in customer interaction management.
Varolii’s cloud-based communication services help organizations effectively interact with large numbers of customers and employees through voice, text messages, smartphone applications and email, reducing cost of operations and improving service. The new partnership supports Varolii's proven customer interaction applications with Spoken's robust inbound capabilities. Spoken’s enterprise cloud features the full suite of inbound contact center functionalities, including call switching, recording, monitoring and analytics as well as the company's unique, patented speech recognition IVR. The patented Conversational Interactive Voice Response (IVR) enables automated self-service to provide cost efficiency combined with an exceptional customer experience. The CVR's hybrid model combines the latest in speech recognition technology with pinpointed human intervention to return 90 percent automated success rates and a more accurate customer experience.
“This partnership enables us to leverage the patented knowledge of Spoken to enable Varolii to deliver a seamless experience across both inbound and outbound channels with consistent branding, self-service options and holistic reporting and analytics,” said Sharath Dorbala, vice president of product management and strategy at Varolii. “Varolii’s inbound solutions leverage guided speech recognition from Spoken and advanced personalization through Varolii ID, our personalization engine, to deliver a richer and more complete customer experience.”
"We are really excited about this partnership," says Spoken CEO Howard Lee. "This partnership will extend the reach of our most innovative enterprise cloud product, the Conversational IVR, while helping Varolii to extend and improve customer interaction success rates by adding speech-recognition-enabled inbound calls. Together, we'll be able to better engage the customer and improve the efficiency of all customer interactions."
Varolii is a leading provider of customer interaction management applications. Our cloud-based communication service helps organizations more effectively interact with large numbers of customers and employees through voice, text messages, smartphone applications and email, reducing cost of operations and improving service. The company’s award-winning Interact platform enables companies to deliver personalized communication on a large scale, achieving better results from fewer interactions. More than 450 companies trust Varolii to manage more than four million interactions every business day. For more information, visit www.varolii.com.
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 servicing over 17 million contact center minutes per month for 12 organizations supporting 5,000 remote agents, Spoken can deliver operational efficiency to any contact center and provides a superior customer experience. For more information, contact Heidi Miller at firstname.lastname@example.org visit www.spoken.com, call 1-206-428-6044, Twitter @spokencomm or subscribe to our blog.