UTOPY is an award-winning Speech Analytics platform that connects to any call recording system to analyze recorded phone conversations, accurately and completely recognizing key business topics and events. UTOPY SpeechMiner can also extract structured data from other systems, such as external applications and call session data. It then links it directly with the respective calls and correlates its unique speech metrics with these external metrics in its unified Data Mart.

UTOPY offers the only contact center business applications completely powered by Speech Analytics, which are built entirely on the SpeechMiner platform. These Speech Analytics driven-applications include UTOPY Intelligent Coaching and UTOPY Intelligent QM. Intelligent Coaching facilitates agent training and coaching with actual call content, and Intelligent QM makes every aspect of the QM process much more efficient and effective by automatically monitoring 100% of calls.

Our packaged KPI Solutions leverage our applications, as well as the SpeechMiner platform, to improve contact center performance. UTOPY Solutions include best practice analytics, scorecards, alerts, workflows, and reports which positively impact business performance.

UTOPY delivers innovative Contact Center Performance Optimization and Voice of the Customer solutions powered by award-winning Speech Analytics platform. The program transforms free-flowing human conversations into actionable insights which improve enterprise performance and the customer experience. Our turnkey solutions and proven consulting methodology guarantee the fastest ROI in the industry by automatically discovering trends that are relevant to your business and recommending and facilitating proactive action, enabling you to:.

Increase Sales Conversion and Wallet Share

  • Identify and implement keu differentiating sales skills
  • Understand customer objections and successful deflection strategies
  • Design products and services that meet the customer’s needs

Enhance Operational Efficiency and Effectiveness

  • Implementing performance-based targeted coaching
  • Facilitate customer self-service by offering visibility into customer engagement drivers
  • Ensure compliance with regulatoryand auditing procedures

Improve Customer Experience and Intimacy

  • Understand and alleviate the root causes of customer discontent
  • Identify at-risk customers early for preemptive action
  • Refine interaction delivery to meet customer expectations

Contact us today to learn more about UTOPY.