Meeting with Spoken CEO Howard Lee
At ITEXPO in Miami last week I had the opportunity to sit down with Howard Lee, the CEO of Spoken. We talked about the current Spoken business, which is focused on Cloud Contact Centers, IVR, and other key components of the custom interaction experience. Spoken has done two key things, creating a cloud/virtualized contact center using Avaya and Cisco, and focusing on improving the IVR/automated experience through their Smart IVR technology. Based on the discussion, if you are looking for new direction in your customer experience, I would put Spoken on the list to talk to.
Gradually the conversation turned to WebRTC. Howard immediately saw the value in Interaction Experience 2.0 and the integration of human customer interaction with the website. In our discussions, it became clear that Spoken has its roots in IP and that the team will clearly see how to leverage WebRTC into their offer over the next while. With a high percentage of remote agents, the ability of WebRTC to enable instant agents without hardware or software is an obvious capability.
Howard and I agreed that we should talk again and I look forward to updating you about their overall progress and how Spoken sees WebRTC fitting into their offers going forward.