Cloud Call Center Featured Article

July 05, 2012

HyperQuality Now Owned by Spoken Communications

Cloud Call Center Resource Contributor

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.

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Edited by Braden Becker

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