Spoken Communications - An Avaya Company Information

Spoken Communications has a simple mission: to help enterprises get more value from digital conversations than they ever thought possible. Conversations are essential. They close deals and solve problems. Conversations with customers. Conversations with buyers. Conversations between partners. Every day thousands of conversations are going on inside of a business, within and across digital channels. Some are over in an instant, while others span days or weeks. Spoken is here to help businesses do more with and get more from each and every digital conversation, every minute of the day. Faster sales, happier customers, greater security. Spoken ConversationCenter is the first conversation-centric Contact Center as a Service (CCaaS) solution in the marketplace. Spoken solves the "voice as a black box" problem by transcribing conversations in real time, turning voice into digital content that can be analyzed to drive better outcomes while calls are live. Spoken ConversationCenter starts with a cloud-first platform for high availability, scale, security, and compliance. Its Big Data repository tracks all aspects of all conversations, from call data to rich digital content, and applies AI deep learning capabilities to innovative solutions for highest customer satisfaction at great value. Key contact center features are supported, from OmniACD (unified queue for all channels - voice, email, chat, and more) to a patented approach to interactive voice response (IVR) that lets human guides refine automated conversations in the background. End-to-end recording, rich analytics and reporting, flexible outbound dialing, agent evaluation and coaching - everything a contact center needs is available from the cloud, with no capital expense. The user experience for agents and supervisors in Spoken Workcenters are easy to use, intuitive, and powerful, making contact centers more efficient and responsive. Spoken powers the intelligent contact center.