Spoken Communications, a specialist in contact center solutions, signed an agreement to buy HyperQuality, a source of third-party quality assurance and business intelligence for contact centers. The deal brings quality assurance and business intelligence offerings to Spoken's cloud platform.
Financial terms of the deal have yet to be revealed.
"This acquisition enables Spoken not only to further our vision of improving the customer experience for our clients but also expands our reach into important new markets," said Howard Lee, founder and chief executive officer at HyperQuality, and current CEO at Spoken Communications.
"I personally am thrilled and eager to do the post-acquisition work that will make this deal a success,” he added. “Both Spoken and HyperQuality have always been focused on providing top-quality technology combined with world-class customer service for our clients to improve the overall customer experience."
A company statement also indicated that Mike Mattsen, former chief operating officer at HyperQuality and current CEO at MattsenKumar, will step up as president of the new HyperQuality.
With this acquisition, HyperQuality will now become a wholly-owned subsidiary of Spoken Communications. Spoken will also retain the bulk of HyperQuality's human resources, and the Seattle offices of HyperQuality will be combined into Spoken's Bellevue, Wash., facilities.
HyperQuality's technology-based solution combines software and services that provide businesses with insight on the quality, productivity and effectiveness of customer interactions to improve the customer experience.
By blending HyperQuality's suite with Spoken Communications' cloud-based contact center platform, Spoken looks to enhance its clients' caller experience.
"HyperQuality is proud to join Spoken and provide our clients access to a broader suite of cloud-based solutions focused on improving the customer experience,” said Christopher Coles, CEO at HyperQuality. “We believe that this combined, technology-based offering will deliver strategic value to all our clients.”
In February 2012, Spoken Communications signed a partnership agreement with Varolii, a specialist in customer interaction management, to extend the reach of its most innovative enterprise cloud product.
Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.
Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.
10 Considerations in Moving to a Cloud-Based Contact Center - Ebook
This ebook offers ten key considerations when moving to a cloud-based contact center.
Contact Center Modernization
Is it time to modernize your contact center? Genesys can help. Customers' expectations have changed, making contact center modernization imperative.
A Cloud-Based Approach to Contact Center Modernization
- Analyst White Paper
Frost & Sullivan cover the benefits associated with moving to a cloud contact center, including cost savings, streamlined management, agility, growth, and more.
Genesys Customer Testimonials - Moving to the Cloud - Video
Why move your contact center to the Cloud? Hear from Genesys customers on what motivated them to choose a cloud contact center.
Genesys Wins the 2014 Cloud Contact Center Award
- Analyst White Paper
Based on findings of this Best Practices research, Frost & Sullivan presented the 2014 Company of the Year Award in Cloud Customer Contact Solutions to Genesys.
Deliver Great CX-While Saving Money with a Cloud Contact Center - Video
Genesys Cloud solutions provide low cost of entry and deliver immediate bottom line results all the while improving your customer experience.
Multi-Channel Customer Experience the Next Battleground
- Analyst White Paper
Frost & Sullivan discuss how a multi-channel contact centers delivers a truly consistent customer experience, regardless of how the client "calls in."
Multi-Channel Customer Experience - Video
Your customers are no longer contacting you by phone only-they want to reach you on their own terms. A multi-channel contact center is needed so you can offer the channels customers prefer.