Seattle, July 7, 2009 -- 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...