Market Overview

UTOPY Announces the First Contact Center Workforce Optimization Suite Driven Completely by Interaction Analytics

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SAN FRANCISCO--(BUSINESS WIRE)--

UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Customer Interaction Analytics, today announced a complete Contact Center Workforce Optimization (WFO) suite powered by the industry's most precise and comprehensive Customer Interaction Analytics. These analytics-powered WFO applications arm contact centers with an unprecedented level of interaction intelligence, enabling precise Agent performance assessment and targeted training and coaching, which leads to more personalized and attentive customer service.

UTOPY's new Workforce Optimization Suite, powered by customer interaction analytics, automatically monitors and analyzes all customer interactions (not just a sampling) for the most complete analysis possible. This includes the capture and analysis of speech, Agent screens, emails, chats, and customer feedback from over 1 million sources of social media.

The WFO suite is comprised of the following integrated applications:

  • UTOPY Speech Capture call recording software captures spoken conversations.
  • UTOPY Screen Capture captures an Agent's screen during an interaction, and can also capture emails and chat sessions.
  • UTOPY SpeechMiner leverages customer interactions via multiple channels including calls, e-mails and chat sessions, as well as direct customer feedback via social media sources, and analyzes each interaction or source of feedback for critical business topics and events, as well as customer sentiment, with unmatched accuracy and completeness.
  • UTOPY Screen Analytics extracts any data entered into third-party applications, right from the on-screen applications the Agent uses.
  • UTOPY Intelligent Coaching facilitates training and coaching, enabling the scheduling, delivery and tracking of training and coaching sessions to drive Agent performance.
  • UTOPY Intelligent QM makes every aspect of the traditional quality monitoring (QM) process more efficient and effective by delivering targeted interactions for monitoring.
  • UTOPY Workforce Management empowers the contact center with live visibility into Agent scheduling, forecasting, reporting and more.
  • UTOPY Customer Surveys helps garner direct feedback from customers regarding the service the contact center provides.

Each of these applications is powered by interaction analytics data, which is collected and processed with unmatched accuracy by the UTOPY SpeechMiner Customer Interaction Analytics Platform. This interaction intelligence helps to enrich the Agent assessment, coaching and scheduling processes.

“Contact Center Workforce Optimization has long been driven by raw data collected primarily from the ACD switch and manual Quality Monitoring processes, which only provide a small window into Agent performance,” said Roy Twersky, UTOPY CEO. “UTOPY brings a tremendous amount of customer interaction intelligence into the WFO process to significantly enhance Agent performance, scheduling and customer service.”

About UTOPY

UTOPY provides award-winning Contact Center Workforce Optimization and Voice of the Customer solutions powered by Customer Interaction Analytics. UTOPY offers the only contact center business applications completely driven by Customer Interaction Analytics, and guarantees the fastest ROI in the industry. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY.

UTOPY
Sean Murphy, 415-326-7814 (Media Relations)
media@utopy.com

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