UTOPY Unveils New Solutions to Maximize Customer Satisfaction and Retention

UTOPY, a provider of customer intelligence and performance optimization solutions powered by speech analytics, has released two new solutions that leverage the insights from speech analytics to increase customer satisfaction and retention.

Built atop UTOPY’s SpeechMiner analytics, UTOPY Customer Satisfaction predicts customer satisfaction levels, uncovers the root causes of customer dissatisfaction, and prescribes resolutions. UTOPY Customer Retention identifies speech metrics that correlate with customer churn behaviors and predicts potential at-risk customers for proactive retention efforts.

As part of the UTOPY Customer Satisfaction solution, emotion detection technology first identifies and measures any changes in tone of voice that might indicate anger, frustration, elation, or other displays of emotion. Combining this with phrases uttered within the context of the customer-agent conversation, UTOPY Customer Satisfaction then determines potential deficiencies in products, processes, or agent performance that are causing customer dissatisfaction. Dashboards, reports, and alerts highlight these main drivers of customer dissatisfaction, and UTOPY Targeted Coaching is then called upon to schedule, facilitate, and monitor agent coaching sessions.

Essentially, users “are relying on speech analytics as predictors of customer dissatisfaction and churn,” explains Colette Yee, director of strategic marketing at UTOPY. “These applications facilitate the actions taken in a call center based on call data gathered through speech analytics.”

According to Yee, the Customer Satisfaction and Customer Retention applications use the same workflows and interfaces as SpeechMiner, so data flows seamlessly between them.

“It shows a customer on the verge of becoming angry or unhappy, and then seamlessly allows [the call center manager] to drill down to find out the root cause of that dissatisfaction,” Yee says. “You can then feed that into your CRM or other business intelligence application to act upon it further.”

Furthermore, the applications allow users to set their own metrics, which then become the key performance indicators going forward. Using these metrics, the application can establish thresholds and automatically alert managers when a threshold is crossed.

“We first identify speech metrics that correlate with customer satisfaction or churn (by analyzing the past three months’ calls and customer surveys)—metrics like ‘agitation,’ ‘escalation,’ ‘dissatisfaction voiced,’ etc.,” Yee explains. “Next, we listen for such speech metrics going forward, and if a certain threshold is passed, the system sends alerts to the user.  The user also has access to dashboards and reports around these KPIs. He can drill down into the reports to identify the root causes of customer satisfaction or churn.”

The applications also allow users to search calls and categorize them for use in agent training, according to Yee.

“We also provide applications like Coaching, which can be called upon to schedule, run, and track a coaching session with the relevant calls identified by speech analytics (such as the poorly handled calls or the best-practice calls),” Yee adds. “This ensures that insights are acted upon as soon as possible for agent performance training, process improvements, customer save, and customer experience design.”

SpeechTek Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues