What’s the best way to move from on-prem to the cloud? Is it the whole contact center at once? Or maybe just a handful of agents? The answer is whatever you want it to be.

All cloud contact center platforms are not created equal. On paper, it looks like they might be the same, but what happens when you look at hidden costs?

Today marks the official acquisition of Spoken Communications. This is the beginning of the next step in the journey, find out where we’re going.

CCaaS, unified communications, AI-powered contact centers. What do all of these things mean? Find out what Spoken technology can do for your contact center.

We have a ton of new positions open in Seattle. Want to join a fantastic team? Find out more about us and our career opportunities.

We’ve got cloud, you’ve got questions. Have you heard of CCaaS Pods? Do you know what they are and what they do? Hop into our blog to find out more.

AI is a term used by many companies in many ways, it can be difficult to figure out “What’s AI about that?” Glad you asked, let’s chat about IntelligentWire

This Valentine’s Day, gather ’round the internet machine to take a read through a selection of love notes in the press over the last few weeks.

Mo Afshar takes a deeper dive into what Spoken’s intended acquisition by Avaya means for the market, this time discussing our AI product, IntelligentWire

CEO of Spoken Communications, Mo Afshar, shares his thoughts on the future of the market with the intended acquisition of Spoken by Avaya

There was a lot of big news out of Avaya Engage’s Day 1 Keynote, not the least of which was the announcement of Avaya’s intended acquisition of Spoken Communications.

With 2017 at a close, it’s time to look towards the new year and discover the top technology on the horizon for contact centers in 2018.

Avaya has announced it will be emerging from chapter 11 by the end of 2017. What does this mean for their customers, and what does it mean for us?

Avaya Oceana is the way for your business to engage with your customers wherever they are. And Spoken is the fastest way to get there.

A group from Spoken spent the day volunteering at a Seattle org known as Treehouse, which serves children in Foster care in the Puget Sound area.

With the holidays almost here, you contact center has never been busier. By using these three tips, the season can go smoother than ever.

Darkness falls across the land; the midnight hour is close at hand; customers call in search of blood to terrorize your neighborhood.

More and more contact centers are choosing to bring their businesses to the modern era by transitioning to cloud solutions.

Keeping your Avaya contact center up to date can be a daunting task, and many businesses choose to skip the process entirely. The cloud changes that.

Yishay Carmiel of IntelligentWire will be speaking at the O’Reilly Artificial Intelligence Conference in San Francisco, CA on Wed, Sept 20.

One of the major benefits of a cloud platform for your Avaya contact center is self-service, allowing you to quickly on and off board employees.

Spoken’s cloud platform for Avaya contact centers comes bundled with Whisper and Barge – a training tool to ensure superior customer experience.

How does a cloud solution for your Avaya contact center prepare your business for the shifting needs dictated by seasonality?

Take a look at our latest infographic that details the security features baked into Spoken’s cloud platform for Avaya contact centers.

Before moving your Avaya contact center to the cloud, it’s best to know what you should expect. This week: Does the cloud save you money?

For any company looking to learn about deploying speech technology for business applications, SpeechTEK 2017 was a must-attend event. The event took place in Washington, D.C. and offered attendees the

A growing number of Americans are working from home.  Whether they are self-employed entrepreneurs running small accounting services, telecommuting for large, multinational firms or working as call center agents, some

  So far, 2017 is shaping up to be a great year! I am very eager to share some details with you related to the strategic partnership with Avaya that

The ultimate goal of any call center is to deliver a positive customer experience. There are several components that lead to success. However, one important factor that the customer’s experience

A common contact center challenge is finding a solution that strikes a balance between maintaining the capital expenditures that keep their company functioning and at the same time managing the

Defining and measuring SMART KPIs are proven to increase results across every area of the business including the contact center. Key Performance Indicators or KPIs are used to help managers

In today’s world, it seems that technology is constantly changing and getting more and more advanced with each passing day. With these rapid advances, it would seem that the technology

A look at CCaaS benefits and the rise in this new technology The role of the contact center is evolving. Gone are the days when consumers would stay loyal despite

With 68% of US adults using smartphones and interacting across multiple platforms and modes of communication, contact centers must shift to omnichannel communications… and the shift brings a new set

Empowering employees to serve the customer requires leadership from the top down.

Check out this article on the importance of call monitoring in your contact center.

Explaining what VoIP is and the benefits and drawbacks, with infographic

What is Six Sigma and why you should care, including a recent call center case study.

What the open source software development movement is, how it compares to the proprietary software approach and why you should care

The number one reason your callers complain about bad customer service may be due to your IVR. Infographic and case study.

What is an IVR?

Does in-car speech recognition reduce distracted driving?

How can a contact center cloud impact your bottom line revenues? Five ways.

10 things you should know about the cloud in 2015, including security, growth, current volume and more

The top call center and customer service trends to monitor in 2016

Siri seems to be so much better than the call center IVR. But here are three things a smart IVR can do that Siri can’t–including delivering ROI.

We clear up 3 common misconceptions about CCaaS and invite you to join our webinar June 15th.

All businesses use BI but let’s take a look at how Business Intelligence impacts the call center and the 2016 trends that are driving that.

Infographic on the benefits of SIP trunking

Is is better to aim high or to under-promise in customer service?

What if we told you that you could keep all of your beloved Avaya call center technology and seamlessly transition to the cloud at the same time?

Learn how social media is changing the customer service industry in this informative infographic.

How to recruit and hire the best call center agents and improve agent retention rates and happiness

The cloud has been around since 1999, and cloud usage has been exploding in recent years. What do the experts say 2016 will bring for cloud innovation and adoption rates?

Six barriers to entry to an Avaya cloud call center transition. Why isn’t your Avaya contact center in the cloud?

Is your call center mobile ready? Six tips for making your contact center more friendly to mobile and smartphone callers.

Is a private cloud the right choice for your Avaya call center? Private cloud, public cloud and hybrid cloud call center options.

Tips for keeping call center agents happy in order to reduce turnover and increase employee retention

How has mobile affected quality monitoring best practices for 2016

Call centers can improve customer service via process analytics. Quality trends in 2016, including predictive analytics and extreme collaboration.

Politics: Does the presidential election impact business?

How to understand, appreciate and leverage your Millennial workforce

How do you keep productivity high?” Here’s some information that offers more targeted tips for the specific demands of today’s worker.

Tips on maximizing your #AvayaEngage experience: what to pack, mapping your plan and staying informed.

Are call center robots and automation replacing humans in the workplace, and is that a bad thing?

Three tips for scripting a post-call CSAT survey using an IVR.

How to schedule performance and QA reports in Spoken Engage and HyperQuality ClearMetrix online platforms

Buzzwords: what are they and why do we use them? The definition of a “buzzword” is: a word or phrase, often an item of jargon, that is fashionable at a particular time or in a particular context. Check out these buzzwords and play a game of Buzzword Bingo.

How enabling remote agents with a cloud contact center can help you save the earth–and your bottom line

How Spoken Voice Assessment IVR can speed agent recruiting and onboarding

Productivity and management tips from top CEOS

Why it’s time to revisit and renovate your customer satisfaction survey right now: you’re losing money

Want to learn a bit more about what to do and not do with your CRM? Read this quick blog post with infographic for a quick overview.

Trends that will impact customer service in 2016.

Delving beyond the statistics of customer acquisition versus customer retention–why not marry the two?

Five tips for customer retention and engagement

Are your customers leaving because of your service or product? Here’s the solution.

How to increase security with credit card masking and redaction on call center audio recording and screen capture videos

Infographic comparing the benefits of premise-bases to cloud-based call recording call center solutions

Cloud APIs are segmented into infrastructure, service or platform and application. Here’s a brief explanation of each.

Three easy steps to gradually transition your call center to the cloud

One of the primary cloud predictions for 2016 was that cloud security would be one of the key emerging concerns, and this is proving to be true.

Wondering how cloud analytics can help the IT group? This blog looks at the cloud trends in 2016 and how cloud analytics helps IT.

Defining the ACD functionality, the debut post of the call center technology glossary series

Part of our ongoing call center technology glossary series: what is Average Handle Time, and how and why do we reduce it?

Why the old formula of total cost of ownership (TCO) doesnt work for the modern cloud call center–and what does work to prove value and cost savings

Are you managing a call center or infrastructure and technology for customer care? Check out our call center reading list for the best reads for 2016.

Tell me something I don’t know: four insights your call center analytics SHOULD reveal

Company culture: We hear this term so much in today’s vernacular, but what exactly IS company culture? Good question!

Everyone makes mistakes. Leadership tips on how to bounce back from your worst failure.

Does our body language REALLY matter in our day to day communication? Read more to find out.

Have you ever observed the habits of highly productive people? We took some time to do that and here’s what we found:

Is an Avaya public, private or hybrid call center as a service (CCaaS) cloud right for your organization?

Wondering if the executive team needs to get involved in social media? Here are 7 tips every CEO should know about social media.

Tips on how to stay healthy and avoid the flu this winter

We’re nearly half way through 2016. Let’s take a look at how the predictions for 2016 are looking as we enter the second half of the year.

Yet another reason to move your call center to the cloud: future-proofing

Three tips for taming the complex call center cloud integration

Budget slashed? Creating a cost-efficient IVR your customers will love

Budget slashed? Creating a cost-efficient IVR your customers will love

Is Your IVR Killing Your Customer Experience?

Do you know where your customer service reviews are?

4 Ways to Increase Employee Engagement and Productivity

Making Call Recording Sexy Again

How the cloud contact center is opening doors for people with disabilities

What Do Baseball and Contact Center Technology Have in Common? More Than You Think

Is sitting killing your call center agents?

We recently read a report from Software Advice regarding considerations for selecting and implementing a SIP provider. What exactly is SIP, you ask? SIP is an acronym for Session Initiation Protocol, which is basically a phone line or “trunking line” that allows Voice over Internet Protocol (VoIP) users to connect local and long-distance calls within a traditional phone network.

With all the talk about “The Cloud” these days, it’s easy, as a business owner or manager, to feel the pressure to “jump right in with both feet” and switch all of your operations to the cloud.

All contact centers should exist to meet one core business goal: resolve issues as quickly as possible while providing a level of customer service that can’t be found elsewhere. It’s easy to say that is the mission of your contact center, but do you walk the talk?

Four contact center trends you can’t ignore in 2015

Five Things You Need to Ask About Security When Choosing a Cloud Contact Center

Six Things You Need to Know About the Modern Call Center

Outsourcers Speak Out

Is Your IVR Smarter Than a Fifth Grader?

How to Rock the Multichannel Call Center with Avaya

Harnessing the Power of Speech Analytics in the Call Center

Gold Medal Teamwork

Focus and feedback: Spoken Engage

Eating an Elephant: Analyzing Big Data in the Call Center

Six security features your work from home agents can’t live without

Eating an Elephant: Analyzing Big Data in the Call Center

How to provide customer service to millennials

Meet Howard Lee, Spoken CEO

How WebRTC will transform the contact center

Ask the Developers at Boost

It takes two to tango: marketing and customer service in the contact center

Five tips to being a kick-butt remote agent

How JavaScript rocks the call center and why you should care

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

Modern call center best practices in the age of Siri

Consumption economics: your guide to pay-by-the-drink call center pricing

On premise or cloud: the call recording question

Exploding the 5 Biggest Contact Center Myths

Top 10 Considerations for Virtual Contact Centers Webinar

Spoken’s first open house

A Look at the Call Center Crystal Ball: 2013 Year in Review

How to help those affected by Typhoon Haiyan

Twitter chat #CCDemo13: Remote call center agents

How to scale: business growth and how to sustain it

Your big data ain’t as big as you think

When do-it-yourself customer service doesn’t work

Customer meltdown 101: meet rage with sage

Making the business case for moving your call center to the cloud

Social Customer Service in Action

Customer service vs. customer experience: what’s the difference?

Seven key areas to address for work-from-home agent success

To SIP or not to SIP

The evolution of speech recognition [INFOGRAPHIC]

Is it time to move your contact center to the cloud?

[INFOGRAPHIC] Why the call center won’t go away

The most convincing video against texting and driving

Instant America: Is your customer service ready?

How Siri is making your call center look bad

Gartner: the personal cloud will replace the PC by 2014

SIP vs TDM for the Contact Center

How one bank rethought automated customer service

Top 5 Call Center Trend Predictions for 2012

The worst customer service fail of 2011

Boring is good: Using Big Data to Enhance the Customer Experience

Benefits of remote agents (part 2) – Productivity myths exploded

Benefits of remote agents (part 1) – Expanded skills recruiting

Good robots vs bad robots: two cases of customer service automation

A better way to evaluate customer service on social channels

Call Center Links: News from the front

Working from home: the infographic

What does your customer actually want?

Call Center Links: TDM vs SIP

Links of the week: at-home agents, supermarket self-service and mobile customer service

Top Three Customer Service Complaints and How to Address Them

Teaching customer service to kids: Sitel’s new book, Agent D, Can You Help Me?

The first step to employee engagement: employee satisfaction

Customer Service roundup: will your customers or employees take a bullet for you?

Supermarkets: to self-serve or not to self-serve?

What customers want

Silliest IVR ever

The Next Wave in Customer Service Technology

Speech Recognition News: embedded vs. cloud, voice prosthesis, voice-to-email

How to build loyalty in the face of customer expectations

Forget texting while driving; emailing while driving is the newest thing

Twitter vs. Phone vs. Web: the Customer Service Smackdown

Why even rats hate your customer service

Consumer expectations: how slow is too slow for online support?

Call Center Week in Review 1-24-11

Top 7 Call Center and Customer Service Trends of 2010

Spoken is hiring: Contract Software Engineer

Slideshare: The mobile game-changer: how mobile affects your call center

Finding a True Virtual Call Center Model

Does providing obnoxious customer service pay off?

Customer Service Fail

Call center scripting funny

Are offshoring and outsourcing over?

Webinar: The mobile game-changer: how mobile affects your call center

The softer side of IVR: a warmer voice cuts costs

The great human versus robot debate: links for 11-10-10

IVR news: top links for 11-4-10

Four IVR Pitfalls and How to Avoid Them

Top 5 Call Center links: Call center studies

Dogbert shows how not to do customer service

Cost of acquiring a new customer: 6 to 7 times more than keeping exisiting

Call Center News: Top links for 10-28-10

Call Center Insights Webinar: Four IVR Pitfalls to Avoid

Top 5 contact center links: diagnosing lousy customer service

Homesourcing: the new outsourcing

Two Scots walk into a (voice-activated) lift…

Top 5 Links: Customer Care

No more excuses: top customer service podcasts

McDonald’s McNugget Violence: Are customer expectations too high?

Voice recognition: is “close enough” good enough for your customers?

Top 5 Uses for IVR (that customers love)

Top 5 Links: IVR best practices

Outsourced: the sitcom

Brownies = great customer experience!

No excuses: Best Practices for IVR

VIDEO: IVR 101

Top 5 Contact Center links: the customer experience battleground

Top 5 Contact Center Links: Schumer’s outsourcing tax

Brand loyalty in the age of universal access

VIDEO: Spoken’s Call Center Suite

Top 5 contact center links: remote agent work from home

Survey Shows Customer Need for Cross-Channel Communications

Score one for the robots: IVRs beat humans

ROKTalk to be given to 5,000 schools across the UK Free of Charge

Automation vs. humans: Improving Customer Experience podcast

Five Reasons Not to Fear the Robot Apocalypse

BlogTalkRadio: Customer Experience Podcast

Top 5 Customer Service Links: Hold time

Spoken plays with the iPad

No Phone Zone

How Google Voice revolutionized the voice to text transcription market

Are you a voicemail blabberer?

Top 5 Customer Service Links: Customer Service Trends

SXSW session notes: Location-based marketing

A peek behind the curtain: Spoken’s human Silent Guides

Join us at CTIA Wireless in Las Vegas

GotSearch comprehensive voice search: the demo

Mobile World Congress, Day 3

Mobile World Congress, Day 2

Mobile World Congress, Day 1

Mobile Voice Search: the survey revealed

What are the best CEM conferences?

Top 5 Customer Service Links: What customers really want

Top 5 Customer Service Links of the Week: Loyalty

Top 5 Customer Service Links: Customer Service as Differentiation

Unified Communications: Avaya/Nortel rides the wave

GotSearch: All-voice, voice search solution to preview at MWC10

Google’s Nexus One: can it deliver customer service, too?

Who determines your brand experience? Your customers

Twilight Zone: what if customers automated, too?

Top 5 Customer Service Links for 12-7-09

Top 5 Call Center Links for 12-23-09

How to avoid cold calling: customer service

Voicemail is dead. Long live unified messaging!

Top 5 Customer Service Links for 11-2-09

Top 5 Customer Service Links for 11-20-09: Customer Service and Profit

Rockin’ the customer experience: how HotTopic does it

From VoiceCon 2009: Productivity fuels B to B growth

Call center humor

What does your IVR greeting say about your brand?

Want to work at Spoken?

Top 5 Customer Service Links for 10-4-09

Top 5 Customer Service Links for 10-22-09

Top 5 Customer Service Links for 10-16-09

Is voicemail passe?

Is using hidden agents to support speech recognition “cheating”?

How to provide killer customer service in a recession

Airline baggage fees: revenue fail

What IVR Systems need: a little more human

Top 5 Customer Service Links of the Week

Top 5 Customer Service Links of the Week

Recession-proofing your customer service

Is anger the new black?

Going transparent vs. going overboard

Social media engagement and customer service

SiE presents Beyond Business Boundaries: U.S. and India Making the Most of Collaboration

Is wireless customer service improving?

Greed will get you nowhere (with customer service)

Dear corporations: nothing else matters if your customer service s**ks

Advice for international entrepreneurs

A customer relationship model: Allen Edmonds

The Secret to better customer service

Have customer expectations gone down in this economy?

Google Voice brings the 21st century to phone service

Customer Service requests falling on deaf ears? Make a YouTube video!

Fonolo: because your customers are trying to tell you something

Book Review: Your Call Is (not that) Important to Us

Want to improve your automated/speech recognition system? Ask an agent!

The problem with technology: technologists don’t think like humans

Howard Lee: Why I moved to Spoken

How do you get to be the worst at customer service?

How does the customer define “more”?

Customer Experience: Make it easy

Introduction–Heidi Miller

Howard Lee: Why I moved to Spoken

How does the customer define “more”?

Customer Experience: Make it easy

Give Your Customers More ‘Wow’ Experiences With Smarter Technology

When it comes to transitioning your organization to the cloud, who better to sort through the latest technology than your IT team?

Moving data to the cloud is as easy as copy and paste. Learn more about this rising trend in our latest blog.

Native cloud refers to a type of computer software that uses, or is “native” to the cloud.

In addition to cost savings and scalability, cloud call centers offer numerous innovations over on premise solutions.

Two additional benefits of the call center cloud: scalability and flexibility.

So, does cloud computing really impact overall revenue? Find out how one company saved by transitioning to the Spoken Avaya cloud call center.

Three resolutions for the contact center.

A CEO has many hats to wear: fundraiser, public speaker, manager, coach and driver. So is it even practical for a busy CEO to have anything to do with customer service? Learn why the answer is YES!

IVR Limbo: The Customer Experience Killer

The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses

Is your IVR still living in the 80s?

Speech Analytics: Three Things to Know Before You Deploy

Top Call Center News 2-27-14

Want to power up your contact center? Move it to the cloud

Top Call Center News 1-24-14

The great game of business: how transparent is your company?

Which comes first: employee satisfaction or customer satisfaction?

Five tips for scripting in the call center (besides “don’t”)

The price of bad customer service

To script or not to script

Why your customers hate you: the hold time curse

New tools won’t fix bad customer service