The new release unifies the voice of the customer and analyzes agent performance across all channels of contact.
Utopy, a provider of voice of the customer and performance optimization solutions powered by Customer Interaction Analytics, has released Utopy SpeechMiner version 8.0.
By unifying the company's speech and text analytics engines into a single user-interface, SpeechMiner 8.0 unifies the voice of the customer and analyzes contact center agent performance across all channels of contact, including phone; email; chat sessions; and more than 100 million sources of social media.
SpeechMiner 8.0 delivers a completely unified customer interaction analytics solution, which unifies the analysis of all customer interactions handled by the contact center, regardless of the channel used by the customer to communicate with the company. SpeechMiner 8.0 delivers unified dashboards, analytics, reports, and alerts that automatically uncover the key topics and customer sentiment being expressed across all contact channels and proactively notifies the organization of those critical topics, events, and sentiments that are most relevant to improving contact center performance and the customer experience.
"We are extremely excited to release SpeechMiner 8.0," said Roy Twersky, president and CEO of Utopy, in a statement. "Though the phone is and will remain a core method of communication, email, chat and social media have also become very important, making it crucial for today's organizations to unify the voice of their customers and analyze their Agent performance across all channels of contact. SpeechMiner 8.0 is the first software product to deliver such analysis in a completely unified solution."