San Francisco, California-based UTOPY, a provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, is making it possible for businesses to optimize their contact center's performance and sales using speech analytics solutions.

 

The popularity of their SpeechMiner solution in markets across the globe allows customers in a number of industries and with a number of languages, to use the solution to analyze and process 10s of thousands of customer calls in their contact centers.

 

Using speech analytics, companies can gain insight into why customers are calling them, how they feel about them or their competitors as well find tips to reducing call volumes, areas where cross sell and up sell opportunities exist, and how to reduce the number of call transfers needed.

According to the company, which offers support for over 45 languages, contact centers in Europe, Asia, and the Americas are all making use of their solution to improve performance and customer experiences.

 

“We have an active installed base of customers using our solutions in multiple languages world-wide to acquire customer insight and improve their customer experience,” said Roy Twersky, President and Chief Executive Officer of UTOPY.

 

 “In today’s tough economic conditions, we see larger enterprise-wide global deployments as organizations realize how speech analytics solutions can dramatically reduce their customer care costs while increasing their customer experience performance indicators.”

Having speech analytics for contact centers located in all parts of the world, means companies can record calls in any language and get the information they need on customer experiences and agent behavior to make better overall business decisions for the company as a whole.

UTOPY was recently presented with a 2008 Product of the Year award from Customer Interaction Solutions magazine for their innovation in Speech Analytics as well as a 2008 Technology Award from Banker's magazine for their client, Caja Madrid's use of their Speech Analytics solutions.