Envision Telephony Releases "Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw" White Paper

Frost & Sullivan Principal Analyst Keith Dawson Describes How a Right-Sized
Speech Analytics Solution Can Overcome the Barriers to Adoption for Call Centers
of All Sizes
SEATTLE--(Business Wire)--
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 www.envisioninc.com/whitepapers.

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 www.envisioninc.com, email info@envisioninc.com or call 206-225-0800 ext.
500 for more information.

Envision, Cick2Coach 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