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

Envision InteractionIQ changes the game in the speech analytics market by
offering an affordable, easy to integrate and "right sized" solution
SEATTLE--(Business Wire)--
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 G4 at 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 info@envisioninc.com or call 206-225-0800 ext.
500 for more information.

Envision, Click2Coach and the Envision logo are registered trademarks of
Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are
trademarks of Envision Telephony, Inc. All other trademarks are the property of
their respective owners.

Pathway Communications
Theresa Smith, 818-704-8481
tls@pathwaypr.com
or
Envision Telephony, Inc.
Jim Shulkin, 206-225-0843
jim.shulkin@envisioninc.com

Copyright Business Wire 2009