TMCnet News
Envision Telephony Releases InteractionIQJun 03, 2009 (Close-Up Media via COMTEX) -- Envision Telephony, a provider of workforce optimization (WFO) solutions for the contact center and enterprise, announced the launch and immediate availability of Envision InteractionIQ, a right-sized speech analytics solution that the company stated simplifies the processing, search and reporting of speech data from within audio recordings. With Envision InteractionIQ, the company said that contact center and enterprise management can now incorporate speech data into the WFO analysis equation to more effectively meet specific agent, center and business performance objectives. "Envision InteractionIQ breaks down the barriers for contact centers that have not yet been able to take advantage of speech analytics technology," said Keith Dawson, principal analyst with Frost & Sullivan. "Up to now we have not seen wide spread adoption of speech analytics even though it can offer tremendously valuable insights to agent, center and organizational performance and trends. InteractionIQ drastically reduces the total cost of ownership for speech analytics while still delivering the market's core and most practical needs for speech processing technology." The company explained that despite the wide availability of speech analytics technologies for several years, the contact center market has been slow to adopt the solution, with most industry estimates indicating usage in only a fraction of centers. "The primary barriers to speech analytics adoption in contact centers have been consistently cited by our customers and the market for many years," said Rodney Kuhn, Envision's CEO. "While most now understand the many benefits the technology has to offer, these barriers - led by the exorbitant total cost of ownership - have kept it largely out of reach to most contact centers. Those same barriers provided the motivation behind our developing Envision InteractionIQ. We took a fresh approach to develop a new speech analytics solution that is easy to implement, use and cost justify." Envision stated that its InteractionIQ gives the power of speech analytics to contact centers and enterprises of all sizes by including the core speech processing, capture, reporting and analysis capabilities needed to fully incorporate audio data into WFO analytics, but without some of the extravagant and largely underutilized "gadget" features that have perennially driven up the complexity and total cost of ownership of other speech analytics solutions. ((Comments on this story may be sent to [email protected])) |