Spoken, provider of a cloud platform for call centers and creator of the human-assisted Smart IVR, recently announced record business growth in 2013 – including expansion into new global markets, partnerships with the Philippine Long Distance Telephone Company (PLDT) as well as other notable outsourcers, and supporting 25,000 call center agents – up from 9,000 in 2012. On the heels of this 2013 momentum, the company announced recruitment efforts for 2014 and the debut of its new Seattle headquarters.
In the era of cloud computing, a 1,000-seat cloud-based contact center can help businesses save approximately $3.1 million, or 27% over a five-year period, as compared to an on-premise implementation. With the cost benefits alone, there is little surprise that DMG Consulting projects the cloud-based contact center market to grow between 35-45% year-over-year until 2015.
At the forefront of contact center innovation, Spoken experienced 192% growth from 2011 to 2012, totaling $10.2 million in revenue. This significant growth landed the company a spot on the prestigious 2013 Inc. 500|5000 list, ranking #1 in the telecommunications category, which comprised of eight companies garnering $76.2 million in total revenue.
“The call center is no longer just a cost center, as enterprises increasingly realize the business value attached to contact center operations,” said Howard Lee, CEO of Spoken. “Helping our enterprise and outsourcer partners improve agent performance and achieve superior customer service has been the key to their and our continued success. As we continue to grow and expand, our mission will remain unchanged: lead the transformation of the call center into a customer loyalty driver.”
In addition to record revenue growth, Spoken also announced numerous partnerships in 2013, including a key international partnership with the Philippine Long Distance Telephone Company (PLDT). In November, Spoken expanded their global footprint into Asia after announcing their partnership with PLDT. The telecom giant launched the country’s first completely cloud-based suite of call center applications, Call-Center-as-a-Service (CCaaS) solution, which is powered by the Spoken Contact Center Cloud platform. The announcement expanded Spoken’s global reach to include seven total datacenters across the U.S., EMEA and Asia-Pacific markets.
The Spoken Contact Center Cloud platform is the leading cloud-based contact center technology for enterprises, bringing flexibility, scalability and cost-efficiency to call centers around the globe. Unlike competitive technologies, Spoken’s platform adds critical customer relationship management (CRM) features that help call center executives improve the customer experience, agent performance and glean significant insight from call center data and analytics. The company’s technology currently supports an average of 20 million contact center minutes per month on their platform and customers tout savings of up to 15% in operating costs.
About Spoken Communications
Spoken Communications, founded in 2005 and incorporated as Intellisist, Inc., is a provider of a leading enterprise cloud platform for contact centers. The Spoken cloud platform supports cost productivity, enables big data streams and extends a flexible integration model to replace, extend or integrate with any legacy infrastructure and software. Currently supporting over 20 million contact center minutes per month on the platform, Spoken is a proven leader for a superior customer experience. For more information, contact Heidi Miller at firstname.lastname@example.org, visit www.spoken.com, call 1-206-428-6044, follow Spoken on Twitter@spokencomm, or subscribe to the Spoken blog.