Spoken Communications uses voice recognition technology to automate processes in call centers. Its main product is its cloud-based Contact Center as a Service (CcaaS). In the 12 years since its launch, the company has attracted investors, such as Ignition Partners and Riverwood Capital, by selling services to large Fortune 500 companies.
The acquisition will help Avaya migrate its enterprise communication products to the cloud. Avaya will also integrate Spoken's IntellkenWire into its platform. IntelligentWire learns by analyzing live calls and provides follow-up tools afterwards. Technology captures keywords when spoken and uses them to initiate processes in their system. For example, when IntelligentWire hears the word "return," it automatically initiates a return process. Avaya says it will absorb 170 patents and patent applications from Spoken as part of the acquisition.In 2015, Spoken Communications raised $ 28 million, bringing the total funding to $ 49 million at that time. The company has grown rapidly in the Seattle area under the direction of veteran technology Howard Lee initially; Lee has been replaced by current CEO Mo Afshar.
In 2017, Spoken and Avaya entered into a co-development partnership to help Avaya further automate its call center processes.
"With this acquisition, Avaya's extensive Avaya Contact Center customer base around the world will have a clear migration path to the cloud," Avaya CEO Jim Chirico said in a statement.
