Envision Telephony Launches InteractionIQ to Capture, Search and Analyze Contact Center Speech Data


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Seattle —June 1, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the launch and immediate 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.

“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.”

Solving the Low Adoption Puzzle
Despite the wide availability of speech analytics technologies for several years, the contact center market has been woefully slow to adopt the solution, with most industry estimates indicating usage in only a fraction of centers. Industry studies, such as the “Contact Center Agent Performance Optimization (APO) End-user Survey” recently conducted by Frost & Sullivan, consistently point to the same factors for prohibiting wider spread speech analytics use, specifically:
• Total and hidden costs to implement and maintain are too high
• Over-complexity of the solutions
• Unclear immediate or enduring ROI
• Additional resources required to manage the tool and analyze/utilize results

“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.”

Right-Sized Solution for Speech Analytics

Envision 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.

Envision InteractionIQ is an integrated component of the Envision Centricity™ WFO platform, utilizing the same interfaces, administration and easy usability as the rest of the suite. This combination of break-through product characteristics and capabilities enables customers to easily apply speech analytics to countless business applications to achieve both immediate and long-term ROI for a fraction of the conventional upfront and total cost associated with speech analytics technologies.

With Envision InteractionIQ, customers can:
• Easily process, capture, search and analyze audio content from recorded interactions
• Identify profitable and/or costly products, services and customers
• Quickly identify and analyze center/business trends based on specified triggers
• Flexibly customize processing settings and capacity to “self-manage” total software and hardware costs
• Combine speech and other call/business criteria to automatically categorize and sort recordings to streamline evaluations and the entire quality management process
• Get valuable and actionable speech data when and as needed

Key Product Features and Benefits
Envision InteractionIQ provides contact centers with a number of features and benefits, including:
• Processing Filter. “Self-manage” the total cost of speech analytics by focusing processing power on the most pertinent and relevant interactions.
• Subscriptions. Set-up “saved searches” to have only filtered recordings including specific voice data delivered to an inbox to expedite review.
• Ad-Hoc Searches. Perform on-demand queries for new or specific terms as/when needed.
• Smart Tags. Set unlimited terms to be marked in all processed interactions for immediate reference and “click through” ability to recordings during review.
• Reporting. Incorporate voice data like any other disparate data source to customize reporting and make dashboard information more precise, targeted and meaningful.

Pricing and Availability
Envision InteractionIQ is available today and pricing begins at a fraction of current industry standard pricing for other speech analytics solutions. Pricing is heavily dependent on specific customer processing and application requirements. The solution is designed to allow low cost entry into speech analytics and scale as the business requires.

“Envision InteractionIQ represents a giant step forward in finally bringing the value of speech analytics mainstream for contact centers,” added Kuhn. “The ability to tightly integrate speech analytics with other core WFO suite components is no longer just an extravagant ‘nice to have,’ but rather an easily attainable option for dramatically improving agent performance, identifying key market and performance trends and gaining invaluable insight into the behaviors, needs and satisfaction of customers.”

Envision InteractionIQ is being launched and demonstrated June 1-2, 2009 at pedestal G4at the ICMI Contact Center Management Conference and Expo in Austin, Texas. For more information on Envision InteractionIQ, visit the Envision website.

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 www.envisioninc.com, email [email protected] or call 206.225.0800 ext. 500 for more information.

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