Meeting with Spoken CEO Howard Lee

Meeting with Spoken CEO Howard Lee

By Phil Edholm February 6, 2014 1 Comments
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Meeting with Spoken CEO Howard Lee by Phil Edholm

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.

 

1 Responses to "Meeting with Spoken CEO Howard Lee" - Add Yours

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Art Rosenberg 2/7/2014 4:05:11 PM

I certainly agree that contact center activities can be improved with WebRTC options to "click-for-assistance" options in any self-service application. That would apply to online "mobile apps," as well as any form of IVR applications.

Looking at what Spoken has done with IVR, they have actually extended speech recognition accuracy with familiar "Wizard of Oz" monitoring to replace both old IVR TUIs and newer automated speech recognition. However, with greater mobile and desktop endpoint flexibility to deliver more efficient visual output, I suggest that it is time to stop calling such self-service capabilities, e.g., Apple's Siri, as just "voice" response!

As mobile apps, with "click-for-assistance" options increasingly become the starting point for customer assistance from mobile apps accessed from smartphones and tablets, IM chat is already being heavily exploited to let agents handle multiple online customers.

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