UTOPY Announces Three New Powerful Solutions

UTOPY, a provider of customer intelligence and performance optimization solutions powered by speech analytics, has launched three new solutions that harness the power of speech analytics to deliver principal insights that contact centers can leverage to maximize operational efficiency, employee productivity, and customer satisfaction, and reduce operating costs.

The solutions, UTOPY First Call Resolution, UTOPY Handle Time Optimization, and UTOPY Call Volume Reduction, expand on UTOPY’s portfolio of offerings that are built on its speech analytics platform.

 “These new and exciting solutions will help today’s leading businesses achieve critical objectives by enhancing the operational capacity of its contact centers through [key performance indicator] improvements,” said Roy Twersky, president and CEO of UTOPY. “These solutions will provide our customers with an expansive toolset that can be leveraged to streamline successes across the entire enterprise—from productivity and cost reduction to customer satisfaction and revenue growth.”

By analyzing the entirety of every interaction, UTOPY First Call Resolution detects any indications of repeat calls within the conversation. It also integrates all available caller identifiers and correlates that information with the actual conversation content to identify whether the call is an initial or repeat call for that caller regarding each particular issue.

The solution then correlates repeat calls with call reasons, agents, products, processes, and customers to discover the drivers of each repeat call. The dashboards, alerts, and reports within the solution proactively notify the organization of these root causes and recommend actions to take to improve first call resolution. If repeat calls are being caused by gaps in agent knowledge or skills, UTOPY Coaching facilitates targeted coaching on the particular topic within which deficiencies are identified.

UTOPY Handle Time Optimization automatically measures handle time by call reason, agent, product and process; determines why customers are calling; detects which types of calls use the most resources; uncovers policies and processes that are driving handle time; discovers opportunities to reduce the duration of those calls; and recommends targeted programs to reduce the handle time while ensuring that customer satisfaction is not adversely impacted.

By deploying UTOPY Handle Time Optimization, a leading outsourcer decreased average call handling time by 10 percent, resulting in a savings of $5 million annually.

To be able to identify opportunities to reduce call volume, organizations must first understand why customers are calling. UTOPY Call Volume Reduction automatically classifies 100 percent of calls; discovers root causes of unnecessary calls, such as calls that could have been handled by self-service applications, or calls caused by a suboptimal product feature or business process; makes the business case for changes to products, processes, and self-service applications; and tracks the success of these changes over time.

According to Colette Yee, director of strategic marketing at UTOPY, these new applications come on top of other UTOPY recent offerings, including UTOPY Coaching, UTOPY KPI Solutions, UTOPY Sales Improvement, and  UTOPY Collections Optimization.

For most of these products, SpeechMiner, UTOPY’s speech analytics product, provides the insights, alerts, and recommendations. 

But the company is not finished there. “We plan to release a couple more soon,” Yee says.

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