UTOPY Releases SpeechMiner 6.0 and OutPerform 6.0
UTOPY, a provider of customer intelligence and performance optimization solutions powered by speech analytics, today released Utopy SpeechMiner 6.0 and OutPerform 6.0, the latest versions of its flagship speech analytics product and contact center performance optimization solutions respectively.
These new releases were designed from the ground up, leveraging actionable insights from the call content and the interaction itself to drive contact center performance management, quality monitoring, coaching, and workforce management processes centered around the contact center key performance indicators (KPI). These analytics-driven workflows trigger alerts and recommendations for process and people improvements, and the subsequent actions taken are further tracked and the results measured for closed-loop, continuous refinement.
"Utopy is leading a new charge in perfomance management through its turnkey, closed-loop, KPI-driven solutions of 'insight-recommendation impact' that has already seen significant KPI improvements in live deployments," said Keith Dawson, principal analyst at Frost & Sullivan. "Unlike traditional quality monitoring and performance management applications, UTOPY leverages the voice of the customer (via speech analytics) to drive processes and resources within the contact center to achieve the ultimate goals of quality and cost."
OutPerform 6.0 is built on top of SpeechMiner. It leverages insights from the customer-agent conversations as the driving force behind all contact center processes and collaborative workflows. It optimizes contact center performance by discovering the drivers of contact center KPIs and creates a roadmap for process refinement and employee development. OutPerform 6.0 also offers role-based dashboards, rule-based alerts, and proactive recommendations on who, what, and why an action needs to be taken.
The new OutPerform Coaching 6.0 application enables targeted, performance-based coaching driven by SpeechMiner’s speech analytics. Its intuitive, role-based dashboards present real-time, actionable insight for targeted coaching. SpeechMiner's algorithms automatically determine who needs a specific type of coaching or self-learning, and why. It enables the scheduling of coaching sessions, populates the session with the appropriate call lists for review, monitors the progress of the coaching and self-learning, and collaborates with quality and performance management . T
SpeechMiner 6.0's Web 2.0 platform comes with state-of-the-art dashboards that offer multiple and preset views, perminssion controls, and a subscribe-and-publish capability. The new architecture also comes with plug-and-play widgets and multimedia support for Flash, videos, and RSS feeds. In addition, SpeechMiner 6.0 offers broader call monitoring capabilities, search summaries dynamic and static call lists, permalinks and a messaging widget.
“UTOPY has always been in the forefront of creating value for our customers through innovation," said Roy Twersky, president and CEO of UTOPY. "We have been working with customers for over 18 months on this ground-breaking 6.0 release. With 6.0, our customers can break down the traditional silos and leverage the deep insights of who, what, when, and why from speech analytics to drive collaborative workflows seamlessly across the contact center."