Envision Telephony Releases White Paper on Right-Sizing Speech Analytics

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Seattle —July 7, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today released a new white paper by Keith Dawson, principal analyst for Frost & Sullivan, entitled “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw.” In this white paper, Dawson addresses the lack of speech analytics adoption in contact centers, what the barriers to adoption are, and how a fresh and right-sized approach to speech analytics can eliminate the barriers for call centers of all sizes.

In the white paper, Dawson discusses that while speech analytics is a rich technology for improving customer contact operations, its adoption has been slow because the first generation of tools overstretched – providing too many unneeded features that pushed price and complexity past the point where typical centers could afford to deploy it. Dawson argues that what contact centers need are speech analytics applications that are streamlined to use less processing power, and provide a more effectively tailored mix of features that have proven use cases and demonstrable applicability inside the center.

According to Dawson, what contact centers want, and need, is a speech analytics solution that:

a) is optimized for contact center needs in terms of the feature set and pricing – features geared to pragmatic, practical and immediate contact center improvement, versus “blue sky” applications that don’t address the most immediate and highest priority needs of the center and business
b) can be managed entirely by existing contact center personnel
c) does not imply a commitment to an endless integration, customization and professional services cycle.

In other words, contact centers need speech analytics capabilities that can quickly, easily and flexibly adapt to the needs of their business to solve real and immediate issues.

“In today’s business climate, organizations simply can’t afford for speech data to remain black box,” explained Jim Shulkin, Envision’s director of marketing. “Customer interactions contain the most valuable insight into contact center performance, customer experience, competitive/market trends, first call resolution and countless other business-critical applications. It’s time for speech analytics to come out of the clouds and begin delivering affordable real-world solutions to the most pressing issues facing contact centers now.”

The white paper release follows Envision’s recent announcement of the general availability of Envision InteractionIQ™, a right-sized speech analytics solution that simplifies the processing, search and reporting of speech data from within audio recordings. With Envision InteractionIQ, contact center and enterprise management can now affordably and simply incorporate speech data into the WFO analysis equation to more effectively meet specific agent, center and business performance objectives.

The white paper “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw” can be downloaded at Call Center Software | Resource Library: White Papers: Page 1 | Envision.

Additionally, Dawson and Shulkin recently presented a live TMCnet Webinar entitled, “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw,” in which they presented and extrapolated on content covered in the white paper. Click here to view the recorded webcast.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit Contact Center Software & Call Center Software | Envision CRM, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.


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