HyperQuality

About HyperQuality

Founded in 2003 by Howard Lee, HyperQuality carved a niche for itself as a provider of third-party quality assurance and business intelligence services tailored for contact centers. The Seattle-based company's core business involved the evaluation and auditing of customer-agent interactions across various channels, including telephone, email, and chat. This service provided businesses with critical insights into the quality, productivity, and overall effectiveness of their customer communications, aiming to enhance the end-customer experience.

HyperQuality's service portfolio was comprehensive, encompassing telephone and email surveys, exception management, comment analysis, and call recording. It collected and analyzed a wide array of data from customer and employee surveys, shopping experiences, and marketing programs to deliver actionable business intelligence. The firm's business model was rooted in providing a technology-based solution that merged software with services, operating within the BPO/Outsource Services industry. Over its lifetime as an independent entity, the company successfully raised $24.8 million in funding from investors including Divergent Ventures, Ignition Partners, Miramar Digital Ventures, Rustic Canyon Partners, and Saints Capital.

A significant milestone in HyperQuality's history occurred on July 2, 2012, when it was acquired by Spoken Communications, a provider of a cloud platform for contact centers. This acquisition was a strategic move for Spoken, aiming to integrate HyperQuality's quality assurance suite into its own cloud-based offerings to bolster its clients' caller experience. Interestingly, Howard Lee, the original founder of HyperQuality, was the CEO of Spoken Communications at the time of the acquisition, bringing the two companies he was deeply involved with together. Following the acquisition, HyperQuality became a wholly owned subsidiary of Spoken Communications.