What Would You Say You Do Here?

David Rollison | March 8, 2018

It’s an exciting time to be in the contact center space. As Spoken is poised to become part of the Avaya family, there have been a ton of questions about who we are and what we do. Sure, it’s easy to regurgitate a few lines of marketing-speak about the quickest path to cloud and toss off phrases like “groundbreaking, industry-leading AI technology,” but what exactly does that mean?

With these questions in mind, let’s find out what Spoken Communications, soon to be part of the Avaya family, can do for you:

A Fresh Contact Center as a Service

The beauty of Spoken’s CCaaS solution is in all the bells and whistles you expect from today’s contact center. Traditionally, contact centers had to seek out 3rd party vendors to build a complete ecosystem of the features many businesses demand. Luckily, everything you could ever want from a unified communications solution is all under one roof. From recording, to screen capture, to transciptions, end-to-end data capturing, agent quality management and more is all available out-of-the-box. Stop the vendor sprawl and messy integrations by moving your entire contact center under one roof, in the cloud.

Smoothest Path to Cloud

Because the Spoken CCaaS solution was designed in partnership with Avaya, there is no better option for moving to a pure cloud model. The rock-solid core technology of your Avaya on-prem system is now available in a cloud environment – with little to no downtime during the transition. In fact, you can even pick your own pace, switching over bits at a time, on your schedule to suit your needs. What’s more, because everything is built on Avaya, there’s no need to retrain your employees or learn a completely new way of doing business. It’s Avaya in the cloud, pure and simple.

Compliance, Security and Safety

Not only does the Spoken CCaaS solution come fully-loaded with all of the features you need like advanced call routing, IVR, WFO and analytics, everything done in our cloud environment is backed up with the latest safety and security available to contact centers today. All of your data is encrypted in Spoken’s robust security architecture, redundant with full PCI Tier 1 and HIPAA compliance. Keep running your day-to-day operations with the peace of mind that comes with knowing your data is safe in case of a disaster, secure from prying eyes and protected from whatever life throws your way.

Adaptable and Affordable

Simply put, switching to Spoken’s CCaaS solution can eliminate 100% of your maintenance and upgrade costs. That’s an investment that lowers your TCO, saves you hundreds of thousands in retraining costs, and allows you to keep your high-value technical personnel on high-value projects. All the upkeep and updates that used to cause headaches and lost-time now happen behind the scenes without interrupting your day-to-day operations.

When it comes to on and off-boarding agents, there is no easier way than with CCaaS. With just a few clicks of a mouse, you can have a new agent taking calls without skipping a beat. Everything you run out of your contact center is completely scalable in cloud, meaning you won’t be paying for unused seats or wishing you could add just a few more agents during peak seasons. Our CCaaS solution means never having to say, “It’s going to be a few days before you’re able to take calls.”

IntelligentWire – Conversational AI for Real time customer experience

Have you heard about IntelligentWire? Setting a new standard for AI in contact center communications, IntelligentWire is set to transform the way you do business in a major way. While voice assistants are all the rage, they can only process simple phrases in a human-to-computer interface, while 95% off all current and future conversations in your business will occur human-to-human.

By harnessing the voice channel, you will be able to gain real-time transcription, AI-powered annotations, insights and actions to augment your workforce while eliminating after call work by inserting call data directly into your systems. This enables your business to have complete, accurate documentation of customer interactions in your CRM software, improve agent performance, identify opportunities for improving your customer experience, and save a contact center with 1000 agents nearly $4 million a year in after call work costs.

Couple this with Avaya’s Aura 7 and omnichannel capabilities, and your contact center is primed to become a true value add for your business.

A Contact Center for the Modern Era

The contact center is the lifeblood of your business, where you meet customers on their terms to deliver an unparalleled experience while keeping your operations running smoothly and effectively. By having the smoothest path to cloud for Avaya contact centers, with game-changing AI tech, Spoken’s CCaaS solution is one that will unleash the power of conversations for the entire world.

To learn more about our CCaaS solution, please click here. 

To learn more about IntelligentWire, please click here.