UTOPY: News and Press Releases

UTOPY Receives Speech Technology Excellence Award from Customer Interaction Solutions Magazine

Thu, 16 Feb 2012 12:12:54 PST

San Francisco, CA - February 16, 2012--UTOPY announced today that Customer Interaction Solutions magazine, the leading publication in CRM, call centers and teleservices since 1982™, has granted UTOPY SpeechMiner® with a 2011 Speech Technology Excellence Award.

“We are very excited to receive this Speech Technology Excellence Award in recognition of UTOPY’s highest data reliability in the industry,” said Dr. Yochai Konig, CTO, UTOPY. “UTOPY SpeechMiner uniquely leverages the state-of-the-art Nuance Recognizer with UTOPY’s super-set of speech recognition technologies: Large Vocabulary Continuous Speech Recognition and proprietary Phrase Recognition to achieve unparalleled data reliability levels. UTOPY’s Phrase Recognition unifies speech and business concept recognition into a single-step, making its performance superior to traditional methods that separate the recognition phase and the mining phase.”

“In the realm of speech recognition and analytics, data reliability is crucial,” said Jim Davies of Gartner. “Only speech analytics data that is both highly accurate and complete can be depended upon for making important business decisions. Such reliable data is a prerequisite for optimizing contact center performance and accurately identifying the voice of the customer (VoC).”

“UTOPY has demonstrated to the editors of Customer Interaction Solutions that its product is both innovative and a leader in the speech technology industry. UTOPY SpeechMiner has proven its superior capabilities and has ultimately improved the bottom line for its customers,” said Rich Tehrani, CEO, TMC.

The 2011 Speech Technology Excellence Awards distinguish companies who have made significant contributions to improving speech applications for their clients.

About UTOPY

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech Analytics, and guarantees the fastest ROI in the industry. For more information, visit www.utopy.com orwww.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Customer Interaction Solutions Magazine

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.

Speech Analytics is Worth the Pain

Wed, 15 Feb 2012 04:23:00 PST

http://searchcrm.techtarget.com/news/2240114251/Speech-analytics-is-worth-the-pain?asrc=EM_NLN_16146905&track=NL-156&ad=860377#.Tzq9kauzhLA.email

UTOPY Webinar Explores Speech Analytics for Precision in Call Quality Assessment

Tue, 22 Nov 2011 02:27:23 PST

http://speech-analytics.tmcnet.com/articles/238131-utopy-webinar-explores-speech-analytics-precision-call-quality.htm

Speech Analytics Company UTOPY Detects Customer Dissatisfaction

Thu, 10 Nov 2011 10:34:54 PST

http://speech-analytics.tmcnet.com/articles/237687-speech-analytics-company-utopy-detects-customer-dissatisfaction.htm

UTOPY Launches SpeechMiner® SaaS Express, the Fast-Track to Business Value from Speech Analytics

Wed, 14 Sep 2011 04:49:08 PDT

Automated Speech Analytics in the Cloud

San Francisco, CA – September 13, 2011 — UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, today unveiled the first completely Software-as-a-Service (SaaS) and entirely automated Speech Analytics solution, UTOPY SpeechMiner SaaS Express.

UTOPY SpeechMiner SaaS Express is a completely hosted Software-as-a-Service (SaaS) solution which automatically analyzes customer calls in the cloud, enabling organizations to quickly leverage their interactions with customers to optimize contact center performance and the customer experience, without needing to procure any hardware or install and configure any software. SaaS Express automatically discovers relevant topics, events and trends within calls and proactively delivers this information to users. SaaS Express also enables rapid ad-hoc search and intuitive exploration within call content, enabling users to further investigate the trends that SaaS Express has automatically discovered, and/or explore their own hypotheses. SaaS Express also enables collaboration and sharing of the results of its powerful analysis.

“We are very excited to announce SpeechMiner SaaS Express,” said Roy Twersky, UTOPY’s CEO. “UTOPY pioneered the Speech Analytics industry by offering the first Speech Analytics product in 2002. We are continuing to lead the industry in innovation, first by bringing Speech Analytics to the cloud earlier this year, and now by offering the first completely automated Speech Analytics in the cloud with SpeechMiner SaaS Express. SpeechMiner SaaS Express delivers Speech Analytics capabilities much more quickly and easily than any other offering because it is a completely Software as a Service offering which automatically analyzes calls without requiring any initial software configuration or setup, which helps customers to immediately benefit from Speech Analytics.”

About UTOPY

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

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UTOPY and SpeechMiner are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:

Sean Murphy

media@utopy.com

415-621-5700

UTOPY Speech Analytics - Driving Three-Phase Value

Fri, 09 Sep 2011 10:51:32 PDT

http://speech-analytics.tmcnet.com/articles/216067-utopy-speech-analytics-driving-three-phase-value.htm

UTOPY Speech Analytics Exceeds Expectations for Healthcare Revenue Recovery Group

Mon, 29 Aug 2011 12:55:59 PDT

http://speech-analytics.tmcnet.com/articles/212937-utopy-speech-analytics-exceeds-expectations-healthcare-revenue-recovery.htm

UTOPY Offers Speech Analytics Solutions for Crucial Business Needs

Mon, 29 Aug 2011 12:43:54 PDT

http://speech-analytics.tmcnet.com/articles/212942-utopy-offers-speech-analytics-solutions-crucial-business-needs.htm

UTOPY Named a Finalist for 2011 Call Center Excellence Awards

Fri, 10 Jun 2011 03:44:30 PDT

http://www.businesswire.com/news/home/20110610005869/en/Finalists-Announced-2011-Call-Center-Excellence-Awards

UTOPY to Sponsor G-Force Conference

Wed, 08 Jun 2011 01:23:55 PDT

Joint Solutions on Display as More Than 900 Attendees Gather in Dallas to Change the Conversation

San Francisco, CA - May 10, 2011 - UTOPY, Inc., the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, announced today that it will be a Silver level Sponsor of (and exhibitor at) this year's G-Force conference, an Alcatel-Lucent enterprise event focused on Genesys solutions for customer service and contact centers. G-Force will be held from May 10-12, 2011 in the Sheraton Dallas Hotel. UTOPY's sponsorship confirms the strength of the partnership between Alcatel-Lucent and UTOPY, and the level of commitment of both companies to deliver solutions that will benefit the customers of both companies.

Companies seeking to succeed in an ever-changing world are planning to attend G-Force Dallas to learn how to "Change the Conversation" with customers. Participation at G-Force Dallas will enable those companies to put the right strategy in place and increase efficiency and productivity to deliver better customer service.

UTOPY offers a leading Speech Analytics solution, which can be integrated into Genesys' Workforce Optimization and Performance Management solutions, adding an entirely new dimension to those solutions with actual call content, and enabling the long-term goals of an organization's Agent Performance Management and Voice of the Customer initiatives to become reality today.

"UTOPY is proud to be a Silver level Sponsor of G-Force," said Roy Twersky, President and CEO, UTOPY. "The strength of our partnership with Alcatel-Lucent has recently grown tremendously. We are excited to share the details of our joint offerings with the Genesys community".

"We are pleased that UTOPY has decided to sponsor our G-Force event this year in Dallas," said Eric Penisson, General Manager of Applications for Alcatel-Lucent Enterprise. "Together, we are changing the conversation in customer service and are excited to discuss our innovations in Dallas at G-Force."

About UTOPY
UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

UTOPY Continues Global Expansion Into Australia

Wed, 08 Jun 2011 01:14:27 PDT

UTOPY Earns International Recognition through New Reseller Agreement with Veridian Solutions

San Francisco, CA - February 16, 2011 - UTOPY, Inc., the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, announced today that Veridian Solutions, one of the fastest growing contact center vendors in Australia and New Zealand, has recognized UTOPY's leadership in Speech Analytics by joining forces with UTOPY in a reseller agreement.

Veridian has chosen UTOPY as their preferred provider due to UTOPY's full suite of extremely accurate Speech Analytics-driven applications. These solutions help to optimize contact center performance and monitor the voice of the customer. UTOPY's award winning Speech Analytics solutions, which have the ability to recognize and analyze 54 different languages and dialects, are also the most accurate and complete when analyzing languages and dialects beyond American English.

"Veridian is excited to have chosen UTOPY and their best-of-breed applications," said Jason Hewett, General Manager, Veridian Solutions. "Our extensive experience in contact centers in general and with Speech Analytics in particular presents no doubt in our minds that UTOPY's suite of products and solutions is the best selection available on the market and will nicely complement our existing service offerings."

"We are thrilled to have expanded into the Australian marketplace and to have forged a partnership with such a well respected service provider," said Roy Twersky, President and CEO, UTOPY. "We look forward to developing a positive working relationship with Veridian and we are eager to share our industry leading applications within this region."

About UTOPY - www.utopy.com

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

About Veridian - www.veridian.com.au

Veridian provides a comprehensive suite of services for organizations with contact center and service management requirements. Their capabilities range from consultancy, architecture and development through to the ongoing support of busy contact center environments. Veridian's project experience covers a wide variety of industry sectors, from banks and insurance to manufacturing, transportation, government and the customer service industries. For more information, visit http://www.veridian.com.au.

UTOPY Media Contact:
Sean Murphy
media@utopy.com
415-621-5700

Veridian Solutions Media Contact:
Natalia Karasseva
Natalia.Karasseva@veridian.com.au
+61–2-8905-6815

TMCnet.com

Tue, 08 Feb 2011 01:56:17 PST

UTOPY's Speech Analytics Boosts Collections Performance

UTOPY Receives Customer Interaction Solutions® Magazine�s 2010 Product of the Year Award

Mon, 24 Jan 2011 08:41:55 PST

San Francisco, CA – January 24, 2011— UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, announced today that the latest version of its Speech Analytics platform, SpeechMiner, has received a 2010 Product of the Year Award from Technology Marketing Corporation’s (TMC^®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

Combining the most precise and comprehensive speech categorization available with automatic discovery and rapid ad-hoc search, SpeechMiner 7.0 is the evolution of Speech Analytics.

“UTOPY is honored to be chosen for such a prestigious award,” said Roy Twersky, CEO of UTOPY. “We designed SpeechMiner 7.0 to deliver the best Speech Analytics technology for every business use. This award confirms that we accomplished our goal.”

“UTOPY was granted a 2010 Product of the Year Award for its achievement in advancing contact center technologies. SpeechMiner has demonstrated excellence as well as provided ROI for the companies that use it,” said Rich Tehrani, CEO, TMC. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and UTOPY has earned its place with this distinguished honor.”

The 13^th Annual Product of the Year Award winners are featured in the January 2011 issue of Customer Interaction Solutions magazine, www.cismag.com.

For more information about the Customer Interaction Solutions’ 2010 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About UTOPY

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

About TMC

Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.

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UTOPY Media Contact:

Sean Murphy
media@utopy.com
415-621-5700

TMC Contact:

Jan Pierret
Marketing Manager
203-852-6800, ext. 228
jpierret@tmcnet.com

UTOPY Achieves PCI DSS Compliance Validation

Tue, 07 Dec 2010 08:46:54 PST

San Francisco, CA – December 07, 2010 — UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, today announced it had achieved compliance validation with the Payment Card Industry Data Security Standard (PCI DSS), confirming that UTOPY’s commitment to security meets the requirements of the Payment Card Industry Security Standards Council. Trustwave, a leading provider of information security and compliance solutions and a Qualified Security Assessor, performed the validation.

The PCI DSS is a requirement for all entities that store, process or transmit cardholder data and has been endorsed by all the major card brands, including Visa Inc., MasterCard Worldwide, Discover Network, American Express and JCB. For certification, UTOPY had to pass numerous rigorous examinations, demonstrating the security that UTOPY provides to its customers.

"By validating PCI DSS compliance, UTOPY has demonstrated that they understand the importance of securing credit card data," said Robert J. McCullen, chairman and CEO of Trustwave. "Working with Trustwave, UTOPY has the technology in place to help them maintain their compliance validation, creating a more secure environment for themselves and their customers."

“We are extremely pleased that our ongoing commitment to protecting the confidentiality of customer information has been validated with PCI DSS certification,” said Roy Twersky, President and CEO of UTOPY. “Providing our customers a secured solution which meets their business needs has always been our highest priority.”

About UTOPY

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

UTOPY and SpeechMiner are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:

Sean Murphy
media@utopy.com
415-621-5700

UTOPY Releases SpeechMiner® 7.0: The Evolution of Speech Analtyics

Sun, 14 Nov 2010 11:58:03 PST

San Francisco, CA – November 12, 2010 — UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, today unveiled the next generation of its award-winning Speech Analytics platform, UTOPY SpeechMiner 7.0. Combining the most precise and comprehensive speech categorization available with automatic discovery and rapid ad-hoc search, SpeechMiner 7.0 is the evolution of Speech Analytics.

Simultaneously, UTOPY introduced two Speech Analytics-driven applications built on the UTOPY SpeechMiner 7.0 platform: UTOPY Intelligent QM and the next generation of UTOPY Intelligent Coaching. These new applications enable a completely new approach to contact center performance management propelled by a comprehensive analysis of agent performance, in sharp contrast to traditional approaches which are based upon the subjective analysis of a small fraction of agent-customer interactions.

“The pioneering spirit of UTOPY is once again apparent with the release of SpeechMiner 7.0, Intelligent QM and the next generation of Intelligent Coaching,” said Paul Stockford, the Chief Analyst at Saddletree Research and the Director of Research at the National Association of Call Centers. “UTOPY SpeechMiner 7.0 has the potential to redefine how the industry views contact center performance optimization.”

“This new release of the UTOPY SpeechMiner platform, particularly when combined with the new releases of our Coaching and QM applications, delivers much more business value much faster than any Speech Analytics solution previously could,” said Mike Miller, UTOPY’s VP of Customer Strategy. “By uniting the most accurate and complete speech categorization method with automatic discovery and rapid ad-hoc search, SpeechMiner 7.0 meets every business requirement with the best technology available.”

Paul Stockford and Mike Miller will be delivering a webinar on November 15^th to further explain why UTOPY SpeechMiner 7.0 is the evolution of Speech Analytics. For more details about the webinar and to register to attend, please click here.

About UTOPY

UTOPY provides award-winning Voice of the Customer and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely driven by Speech 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 (866.448.8679).

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UTOPY and SpeechMiner are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:

Sean Murphy

media@utopy.com

415-621-5700

UTOPY Recommended by Ovum�s 2010 Contact Center Speech Analytics Market Report

Tue, 14 Sep 2010 06:28:15 PDT

UTOPY receives accolades for core technology, user interface and packaged solutions

San Francisco, CA – August 15, 2010 — UTOPY, the leading provider of Voice of the Customer and Performance Optimization solutions powered by Speech Analytics, today announced that it has been recognized for its leadership in recording-system-independent Speech Analytics by Ovum’s 2010 contact center Speech Analytics market report. Titled “Decision Matrix: Selecting a Speech Analytics Vendor,” the report examines the competitive dynamics within the Speech Analytics market in order to help businesses select a vendor based on its technology strength, reputation among customers and impact on the market.

In the report, an independent technology analyst provides a comprehensive view of vendor capabilities and advises on those that businesses should explore, consider and most importantly, shortlist. The report cited the advantages provided by UTOPY’s ability to integrate with virtually any call recording system. UTOPY also gained high marks for its core technology, interface and packaged applications, and earned additional praise for its support of a wide range of languages, dialects, and accents.

“We are pleased to receive this recommendation from Ovum,” said Roy Twersky, President and CEO at UTOPY. “We believe this further underscores UTOPY’s unwavering commitment to developing innovative, analytics-driven solutions that provide contact centers with unsurpassed insight into customer-agent conversations, which can be leveraged to maximize performance and profitability.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Contact Center Performance Optimization solutions powered by Speech Analytics. UTOPY offers the only contact center business applications completely powered by Speech 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 (866.448.8679).

About Ovum

Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Ovum research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and its clients unparalleled insight not only into business requirements but also the technology that organizations must support. Ovum is part of the Datamonitor group.

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UTOPY and SpeechMiner are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:

Sean Murphy

media@utopy.com

415-621-5700

Customer Management IQ

Thu, 26 Aug 2010 04:36:23 PDT

Unlocking the Power of Speech Analytics

HRRG Chooses UTOPY�s Speech Analytics to Optimize and Balance Revenue Recovery with Patient Empathy

Mon, 26 Jul 2010 11:11:19 PDT

Rapid Deployment Extends UTOPY’s Reach into Healthcare Industry

San Francisco, CA —July 27, 2010— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that Healthcare Revenue Recovery Group (HRRG), a division of TeamHealth, the nation’s leading provider of clinical outsourcing services, has deployed UTOPY Collections Optimization, UTOPY SpeechMiner® and UTOPY Intelligent Coaching in order to optimize revenue recovery, agent performance and the patient experience. The rapid deployment is expected to deliver results immediately.

“We chose UTOPY mainly because of the combination of its context-based technology and its people,” said David Friedlander, Vice President at HRRG. “UTOPY was the most responsive to our request for proof-of-concept validation. We asked the final three vendors to perform an analysis of 13,000 recorded calls. UTOPY surprised us with unexpected, very informative results.”

HRRG is a collections agency that recovers unpaid emergency room doctor’s bills on behalf of TeamHealth. The company’s decision to use Speech Analytics came from its desire to know much more about agent communications than it was able to learn from monitoring a sampling of its recorded calls manually, and to ensure that all staff performs at the highest level possible. HRRG uses UTOPY Collections Optimization to help identify what their top performers do differently so that the information can be used to coach every agent to use those same skills to improve their collections success rate while treating the clients’ patients with the respect they deserve.

“We are extremely proud to partner with a company as highly regarded as HRRG,” said Roy Twersky, President and CEO at UTOPY. “In both Healthcare and Collections, the ability to leverage the knowledge that Speech Analytics offers is vital – to both the company and its customers.”

About UTOPY

About HRRG

Established in 1996, Healthcare Revenue Recovery Group (HRRG) is a division of TeamHealth, one of the nation's leading providers of clinical outsourcing services. TeamHealth was founded in 1979 and has become one of the largest suppliers of outsourced healthcare professional staffing and administrative services to hospitals and other healthcare providers in the United States.

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UTOPY and SpeechMiner are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:

Sean Murphy

UTOPY Inc.

media@utopy.com

415-621-5700

UTOPY Wins 1st Prize as the �Best Technology Solutions Provider� in 2010 Call Center Excellence Awards

Thu, 22 Jul 2010 10:24:29 PDT

Esteemed Panel of Call Center Experts Chooses UTOPY for its Unique Speech Analytics-Driven Solutions

San Francisco, CA – June 24, 2010 – UTOPY, the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, was selected as the “Best Technology Solutions Provider” from an impressive list of applicants during IQPC’s annual Call Center Excellence Awards, presented during the 11th Annual Call Center Week conference.

“UTOPY is the winner of IQPC's Call Center Excellence Awards in the category ‘Best Technology Solutions Provider’” said Lisa Schulman, Executive Producer, IQPC. “This award recognizes companies that provide technology solutions that have delivered drastic improvements in the efficiency and productivity of call centers of client companies."

“We are extremely pleased to receive such a highly regarded award” said Roy Twersky, President and CEO at UTOPY. “Delivering solutions that maximize call center performance and the customer experience is our top priority. This award demonstrates the impressive financial benefits that our solutions produce for our customers.”

The award honored UTOPY’s Key Performance Indicator solutions, such as UTOPY First Call Resolution, UTOPY Sales Improvement, UTOPY Handle Time Optimization and UTOPY Customer Satisfaction. These solutions optimize call center performance by leveraging the precise and comprehensive Speech Analytics delivered by UTOPY SpeechMiner® to discover performance drivers and recommend improvements which maximize agent effectiveness and the customer experience.

The Call Center Excellence Awards program was created to recognize and honor the most innovative call center solutions and organizations each year. Awards are given in eight categories. IQPC has assembled an accomplished panel of Call Center experts and leaders to accurately and objectively evaluate each submission.

Of the five finalists for the “Best Technology Solutions Provider” award: UTOPY; Virtual Hold Technology; Salesforce.com; inContact; and RightNow, UTOPY won first place.

About IQPC

IQPC (www.iqpc.com) provides business executives with tailored practical conferences, large-scale events, topical seminars and in-house training programs. IQPC produces over 1,500 events annually around the world.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Expands Footprint into Fast-Growing Greater China Market

Wed, 05 May 2010 03:32:27 PDT

Strategic Partnership with Grandsys a Result of Growing Demand for Speech Analytics in Asian Markets

San Francisco, CA — December 9th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced a strategic partnership with Grandsys – the leading systems integrator for call center services and solutions in Greater China. The partnership allows UTOPY to serve the fast-growing Greater China marketplace by teaming up with a value-added reseller with an established customer base in recording, quality monitoring, screen analytics and workforce management. At the same time, Grandsys benefits from UTOPY’s award-winning Speech Analytics platform, SpeechMiner®, which comes with prebuilt acoustic models and knowledge libraries for processing and analyzing human-to-human conversations in Mandarin and Cantonese.

“We’re very excited about our strategic alliance with Grandsys,” said Roy Twersky, President and CEO at UTOPY. “This partnership will significantly enhance the experience of our joint customers in the Greater China marketplace that seek to deploy proven speech analytics and contact center performance optimization solutions to drive measurable gains in customer care, operational performance and customer loyalty.”

“By partnering with UTOPY, we are dramatically expanding the value that we bring to our customers,” said Bill Yang, CEO at Grandsys. “Our customers are always looking for deeper, more comprehensive insight into their customers’ expectations, employees’ performance and organizational processes. Together with UTOPY, we are now able to offer our customers a comprehensive suite of innovative call center solutions powered by the industry-leading SpeechMiner®.”

The Coming of Age of Speech Analytics

In today’s business culture where globalization and the World Wide Web explosion has shifted the balance of power to the consumer, the need for leading enterprises to have effective Speech Analytics solutions in place has been dramatically heightened. In a recent September 2009 report by Gartner, Inc. titled “Contact Center Call-Recording Market Trends,”, the leading analyst research firm proclaims the “Coming of Age of Speech Analytics” and points out that such technology is a “viable, logical investment for contact centers looking to optimize the value of their call-recording platforms.”

The Gartner report further emphasizes that Speech Analytics “should not be viewed as a luxury, stand-alone item but (rather) as a necessary embedded part of a contact center’s QM program.”

Turn Call Recording from a Necessary Overhead into a Strategic Goldmine

Given that “call recording will become a contact center infrastructure-driven commodity” now that the industry has seen a dramatic shift to Voice over Internet Protocol (VoIP), the report finds that “having the ability to embrace a QM program that will enhance agent performance and have a positive impact on the customer experience – as well as the use of viable speech analytics tools – can turn what was a necessary overhead into a strategic gold mine.”

Gartner’s report also recommends investing beyond a basic recording package to embrace agent-evaluation software and Speech Analytics to provide incremental insight and value. The ability of Speech Analytics to “optimize agent evaluation/quality programs and unleash a wealth of other insights spanning topics of interest inside the contact center and across the enterprise is something a growing number of customers benefit from.”

UTOPY’s easily deployable, cost-effective Speech Analytics solutions enable today’s businesses to listen, understand, evaluate and, most importantly, act on the voice of the customer by transforming such insights into actionable instructions for performance optimization and customer experience refinement. SpeechMiner® leverages recorded customer interactions (from any recording system) and analyzes each call for critical business topics and events with unmatched accuracy.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Grandsys

Founded in 1992, Grandsys provides cutting-edge call recording, quality optimization and workforce management solutions tailored for the Chinese market. Combining deep expertise in contact center management and operations, rich industry experience in banking, insurance and communications, and proven products from key partners, Grandsys delivers complete contact center solutions designed to improve agent performance, compliance and the customer experience.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Unveils Two New Ground-Breaking Solutions that Maximize Customer Satisfaction and Retention Rates

Tue, 04 May 2010 10:21:24 PDT

Built atop UTOPY’s Award-Winning Speech Analytics Platform, UTOPY Customer Satisfaction and UTOPY Customer Retention Deliver Unprecedented Insights into the Customer Experience

San Francisco, CA – April 27th, 2010 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced two new ground-breaking solutions that leverage the insights from Speech Analytics to increase customer satisfaction and retention rates. Built atop UTOPY SpeechMiner®, UTOPY Customer Satisfaction predicts customer satisfaction levels, uncovers the root cause of customer dissatisfaction and prescribes resolutions; while UTOPY Customer Retention identifies speech metrics that correlates with customer churn behavior and predicts potential at-risk customers for proactive retention efforts.

“Customer satisfaction is critical to customer loyalty, and speech analytics provides objective insight into the actual customer experience, as well as, the root causes of that experience.” said Roy Twersky, President and CEO at UTOPY. “We developed UTOPY Customer Satisfaction and UTOPY Customer Retention with the strong understanding of just how significant customer satisfaction and retention have become in today’s world where globalization and the Internet explosion have tilted the balance of power to the consumer.”

UTOPY Customer Satisfaction Unearths Root Causes of Customer Dissatisfaction

UTOPY Customer Satisfaction detects all customer dissatisfaction, discovers the root causes and facilitates resolutions, thereby quickly delivering substantial improvements in customer satisfaction levels. UTOPY’s emotion detection technology first identifies and measures any changes in tone of voice, 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 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.

UTOPY Customer Retention Identifies Speech Metrics that Predict At-Risk Propensity

According to Bain & Company, “a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.” By identifying customers at risk of churn before it actually happens, the chances of retaining them will improve significantly. UTOPY Customer Retention first correlates events from customer interactions with the subsequent customer behavior tracked by other systems, such as Customer Relationship Management (CRM). It then identifies speech metrics that would be leveraged to predict potential customer churn behavior, and delivers these predictions via alerts, dashboards, and reports, enabling proactive preventative action. These predictions can also be fed into CRM or Business Intelligence (BI) churn models to provide a more comprehensive and accurate churn prediction.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Named 2010 CRM Excellence Winner by Customer Interaction Solutions Magazine

Tue, 04 May 2010 10:19:58 PDT

UTOPY SpeechMiner® Honored for Helping Insight-Driven, Customer-Centric Enterprises Advance their Customer Relationships

San Francisco, CA – April 14th, 2010 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has been honored with the 2010 CRM Excellence Award from Technology Marketing Corporation’s (TMC) Customer Interactions Solutions magazine. UTOPY SpeechMiner®, the company’s flagship Speech Analytics product, was chosen for the esteemed award based on its ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

“We are extremely pleased to receive such a highly regarded award from a leading industry publication,” said Roy Twersky, President and CEO at UTOPY. “Delivering solutions that maximize the business and customer impact of our clients is always our top priority. This award further solidifies that ongoing commitment and demonstrates the clear value and unsurpassed advantage that UTOPY delivers to a mounting number of clients that choose to deploy our solutions with the goal of optimizing performance and the customer experience.”

Based on hard data, the CRM Excellence Awards rely on facts and numbers demonstrating the improvements that the winner’s product has made in a client’s business. Using that barometer, UTOPY was able to illustrate how its’ clients in numerous vertical markets have achieved solid and immediate returns from deploying UTOPY solutions.

“The Eleventh Annual CRM Excellence Awards has recognized UTOPY for being a true CRM partner to its customers and clients,” said Rich Tehrani, CEO at TMC. “UTOPY has demonstrated to the editors of Customer Interaction Solutions that SpeechMiner® improved the processes of its clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset – their customers.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY and Leading CRM Analyst Demystify and Dissect Speech Analytics in Informative, On-Demand Webcast

Tue, 04 May 2010 10:17:46 PDT

New, Complimentary Webcast to Reveal the Myths, Facts and Whodunit behind Speech and Performance Analytics

San Francisco, CA – March 30th, 2010 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the launch of an insights-packed webcast featuring leading analyst firm Gartner. The on-demand webcast titled “Speech Analytics Revealed: Myths, Facts and Whodunit?” is presented by Featured Speaker Jim Davies, Research Director within Gartner’s Global CRM Practice, and Colette Yee, Director of Strategic Marketing at UTOPY.

The webcast will demystify Speech Analytics and answer questions on:

• What are the drivers for embarking on a Speech Analytics initiative?
• Is the technology mature and ready for mass adoption today?
• What are the selection criteria to be considered?
• Which technological approach is best suited to your needs?
• How does Speech Analytics really work?
• How does it transform the traditional Contact Center and Voice of the Customer applications?
• What is the financial impact realized by the early adopters?
• What are the key success factors in maximizing these benefits?

Turning a Necessary Overhead into a Strategic Goldmine

“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine,” said Davies. “The ability to uncover a previously untapped customer voice that can help drive retention and satisfaction combined with the ability to help optimize operational performance means that speech analytics should no longer be viewed as a luxury item but an important component of an optimally run contact center.”

Viewers will have an opportunity to learn from both subject matter experts on why Performance Analytics needs to be part and parcel of each business process in order to drive change management; and how Speech Analytics not only provides “complete, fact-based, in-context” insights to key performance indicators in real-time, it also automates the analysis, process and actions, and provides organizations with alerts and an actionable roadmap to people and process improvements.

Speech Metrics as Leading Indicators of Key Performance Metrics

Yee will illustrate how Speech Analytics measures key performance indicators like sales attempts, customer satisfaction, first call resolution and supervisor requests that cannot be measured by any other means easily, and how it identifies the main contributing factors to each key performance indicator. Using concrete examples, Yee will show how a mortgage leader used Speech Analytics to discover that key skills like “Building rapport with the customer,” “Probing for his needs” and “Educating him on the benefits” drive higher sales conversions than “Being courteous,” “Asking and fighting for the sales” or “Suggesting a payment plan”. In another instance, a healthcare collections company found that utilizing key skills like “Create urgency”, “Show empathy” and “Suggest Reimbursement by Insurance companies” while ensuring compliance with strict collection laws, helped them to excel in this challenging economy.

“In a human-to-human setting, the contact center is the best opportunity to influence the customer experience and turnaround the situation,” explains Yee. “By listening to the voice of the customer for early signs of dissatisfaction, speech metrics provides an early indication of customer satisfaction, intention and behavior. It supplements customer surveys and feedback mechanisms, and allows you to take preemptive and proactive action to rectify a negative situation before it gets worse.”

“In my role as an analyst, I’ve talked to numerous customers who are overjoyed with their (speech analytics) investments. I always say to organizations that are thinking of making an investment – go and talk to some reference sites and also give the vendor some call recordings to analyze because the insights they uncover for you, you will find really interesting, and will help you build the business case,” said Davies. “Contact centers of all sizes should begin to explore speech analytics as an embedded part of their day-to-day operations.”

To listen to this on-Demand webcast, click here.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit http://www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Three New Solutions that Advance Call Center Customer Satisfaction, Operational Efficiency and Cost Reduction

Tue, 04 May 2010 10:16:39 PDT

UTOPY First Call Resolution, UTOPY Handle Time Optimization and UTOPY Call Volume Reduction Deliver Unrivaled Performance Via UTOPY's Award-Winning Speech Analytics Platform

San Francisco, CA —March 16th, 2010— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced 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 pace-setting cache of offerings that are built upon its award-winning 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 KPI improvements,” said Roy Twersky, President and CEO at 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.”

UTOPY First Call Resolution Detects, Analyses and Reins in Repeat Calls

According to the Service Quality Measurement Group, every 1% improvement in first call resolution has been shown to drive a 1% improvement in customer satisfaction, and customers whose issues were resolved are 10 times more likely to remain with a company than those whose issues were not. Moreover, less repeat calls implies a reduction in call volume, which corresponds to lower operating costs.

By precisely and comprehensively 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 in order 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 Generates $5m Savings for a Leading Outsourcer

Since labor costs can make up as much as 80% of contact center costs, any reduction in call duration without sacrificing the customer experience will impact the bottom-line immediately. UTOPY Handle Time Optimization automatically measures handle time by call reason, agent, product and process; accurately 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 handle time by 10%, resulting in a savings of $5m annually.

UTOPY Call Volume Reduction Identifies Unnecessary Calls that Can Be Prevented

To be able to identify opportunities to reduce call volume, organizations must first understand why their customers are calling. However, most contact centers don’t trust their current call disposition methods, which are often manual and subjective. UTOPY Call Volume Reduction automatically and objectively classifies 100% 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 sub-optimal 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.

At a leading financial services institution, UTOPY Call Volume Reduction discovered a negative customer experience generating over 600,000 calls per quarter. After taking steps to prevent the reoccurrence of this negative experience, the contacts are cut by over 80% the following quarter, and the Net Promoter Score increases by 25 points simultaneously.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Releases Speech Analytics Solutions that Maximize Sales Conversions and Revenue Collections

Tue, 04 May 2010 10:15:41 PDT

UTOPY Sales Improvement and UTOPY Collections Optimization Increase Revenue and Enhance the Customer Experience Simultaneously

San Francisco, CA — February 23rd, 2010—UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the availability of two new solutions that further expand the company's pace-setting array of Speech Analytics offerings. Built on top of UTOPY's award-winning flagship Speech Analytics platform, UTOPY SpeechMiner, and UTOPY Coaching application, UTOPY Sales Improvement and UTOPY Collections Optimization are designed from the ground up to leverage the insights derived from Speech Analytics to boost the ability of today's leading enterprises to increase sales conversions and recover uncollected receivables respectively.

"We're extremely excited to announce the addition of these two new offerings into our ever-growing arsenal of solutions that work to unleash the clear benefits of Speech Analytics," Roy Twersky, President and CEO at UTOPY. "In today's demanding marketplace, the ability to increase sales conversion and boost collections rates has vaulted to the apex of importance. By harnessing the power of our Speech Analytics solutions, UTOPY's customers are able to reap significant benefits across the entire enterprise - from maximizing productivity and performance to enhancing the overall customer experience - which is ultimately the key to long-term viability, sustained growth and profitability."

These offerings from UTOPY further solidify the company's strong leadership position in the surging Speech Analytics arena while underscoring its ongoing commitment to develop solutions that provide unsurpassed insights and value. Together, the two solutions represent the first sales improvement and the first collection optimization solutions that utilize speech analytics to monitor and drive the inquiry-to-conversion key performance indicator (KPI) and the promise-to-pay KPI, respectively.

Sales Success Depends on Identifying and Using Key Sales Skills that Matter

Every percentage point increase in sales conversion translates to a one percent increase in revenue. After implementing UTOPY Sales Improvement, a leading financial services company improved its sales conversion rate by 41%, which equated to a $2 million annual increase in revenue.

UTOPY Sales Improvement produces dramatic results like this by utilizing UTOPY SpeechMiner to enable automatic identification and ongoing objective monitoring of key sales skills. UTOPY Coaching then uses these insights to deliver targeted and effective training and self-learning focused on the most relevant sales skills. The subsequent increase in sales conversions results in a direct rise in revenue generated from the contact center. Transforming the contact center to a profit center is no longer a pipe-dream!

Successful Revenue Recovery is Driven by Collections Skills Balanced with Empathy

UTOPY Collections Optimization begins by accurately identifying and validating the skills that are most critical to successful debt collection and recovery. By analyzing the entirety of calls, it recognizes every time any important collection technique is used, measures and tracks skill usage by the agent, and then correlates these metrics with collections success. It then leverages UTOPY Coaching to deliver targeted coaching and self-learning to the supervisor and agent respectively. The solution also automatically ensures compliance to all state and federal laws, as well as, regulations regarding collections practices. For example, the solution ensures that all collections related calls fully comply with the Federal Fair Debt Collection Practices Act (FDCPA) by automatically detecting any abusive, unfair, or deceptive language or collections practices. UTOPY Collections Optimization quickly and dramatically increases debt collection rates while simultaneously ensuring regulatory compliance.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

TantaComm Announces Exclusive Partnership with UTOPY

Tue, 04 May 2010 10:14:02 PDT

Madison, WI – December 7, 2009 – TantaComm, LLC, a leading provider of contact center recording solutions, is excited to announce an exclusive partnership agreement with UTOPY, an award-winning provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics.

“Speech Analytics is an important component of TantaComm’s 5-year business plan. When TantaComm evaluated whether or not to develop an internal solution, we ultimately decided that partnering with UTOPY provided the highest value to our customer base,” said James Coan, TantaComm’s Chief Operating Officer, “The SpeechMiner® product is a layered enhancement to TantaComm’s overall product set and its patented contextual speech recognition feature is technologically superior to any other product on the market.”

In recent months, SpeechMiner® has won the 2009 IP Contact Center Technology Pioneer Award, 2009 Speech Technology Excellence Award, and the 2009 TMC Labs Innovation Award. Recognized for its advanced technology, the UTOPY speech analytics application is complementary to TantaComm’s suite of contact center recording solutions. Leveraging SpeechMiner®, TantaComm clients will be able to optimize contact center performance through emotion detection and conversation analytics in more than 50 languages.

“The SpeechMiner® solution uses direct listening, a patented technology that provides an exceptionally accurate approach to unstructured speech and conversational context,” said Coan, “The solution can actually differentiate between the statements, ‘My name is Bill’ and ‘My bill is too high.’ We are excited for the opportunity to leverage this technology with our clients.”

About TantaComm

Founded in 1994, TantaComm provides innovative and high performance recording solutions for Quality Assurance, Call Verification, and Regulatory Compliance. The company offers a wide range of products and services designed to improve call center agent performance and compliance. www.tantacomm.com

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

UTOPY Partners with Philippines-Based Polaris Vanguard

Tue, 04 May 2010 10:12:40 PDT

UTOPY’s VP of Customer Strategy and Polaris Vanguard’s President to Speak at Frost & Sullivan Customer Contact Philippines 2009 Conference in Manila, November 25-26

San Francisco, CA —November 23rd, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced a strategic partnership with Polaris Vanguard, a leading Philippines-based service provider that specializes in the design and implementation of analytics products. Under the agreement, Polaris Vanguard will resell, implement and support UTOPY’s Speech Analytics solutions throughout the Philippines. The two companies will also present at the Frost & Sullivan Customer Contact Philippines, 2009 conference, which takes place in Manila, November 25-26.

“We are very excited about our partnership with UTOPY,” said James Griffin, President of Polaris Vanguard and Director of the BPO Quality Council of the Philippines. “This is the technology that we all had been hoping for. With UTOPY, we now have the insights we need to really drive process improvement in our contact centers.”

Speech Analytics and UTOPY Takes Center Stage at Frost & Sullivan Customer Contact Philippines 2009

Griffin, along with UTOPY’s Vice President of Customer Strategy, Michael Miller, will be presenting at two separate sessions at the highly anticipated conference. Miller, who has over 20 years of operations experience, is also the former VP of Customer Care at E-LOAN whereby he improved sales conversions by 800% and increased revenue by $56 million per year with the use of Speech Analytics. Miller’s session titled “Achieving break-through results with Speech Analytics: A Real World Perspective.” will demonstrate how Speech Analytics is used to identify contributing factors to a successful sales conversion by identifying skills that differentiate top performers from bottom performers and how this technology helps management refine strategy, coach in a more targeted way, and follow up more effectively to verify if the coaching was taking effect. Miller will also discuss how Speech Analytics have improved business performance management at a number of inbound and outbound contact centers.

Griffin’s session, which is titled “Findings: BPAP Quality Benchmarking Study,” will provide critical insight based on research that was conducted by the Business Processing Quality Council of the Philippines, in coordination with the Business Processing Association of the Philippines, in order to better understand certification adoption rates and performance metrics such as ASA and attrition rates. Griffin’s presentation will also examine the standards for quality that are being deployed as well as the best practices that are being observed at leading contact centers, BTO and ITO service providers throughout the Philippines.

Rapid Growth in Philippines Outsourcing Sector Fuels Demand for UTOPY Speech Analytics

As the Off-shoring Destination of the Year for 2009 (as recognized by the 6th Annual National Outsourcing Association in October 2009), the Philippines BPO industry is projected to grow by about 20 percent in 2009 according to the World Bank and is set to pass 500,000 employees in early 2010. The demand for contact center performance optimization solutions tailored for outsourcers such as UTOPY’s Speech Analytics solutions continues to rise in the Philippines.

“UTOPY has capabilities that are very far beyond anything we had seen before from the usual group of vendors in that space. You can clearly see exactly how you would use it to drive increased sales, to lower operating costs and/or to improve CSAT indices. Definitely, our clients have been completely amazed at where the technology is at today with UTOPY. The linkage to drivers of ROI is now very clear,” said Griffin. “UTOPY was able to demonstrate orders of magnitude higher detection rates at the same or better accuracy than other final-round options. Once you understand the differences in the underlying technology, it is easy to understand why this could be so. It is very impressive and very logical.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Polaris Vanguard

Polaris Vanguard LLC (www.polarisvanguard.com) is a specialist in design and implementation of analytics projects, and is based in the Philippines. Polaris Vanguard provides analytics solutions for contact centers, marketing departments, online communities and wireless telecommunications providers. The company does this through a combination of best?of?breed and proprietary solutions in each of the segments it serves.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY SpeechMiner Wins 2009 TMC Labs Innovation Award

Tue, 04 May 2010 10:07:37 PDT

UTOPY Recognized for Its Revolutionary Contributions to Transforming Performance Analytics and Management with Speech Analytics

San Francisco, CA — September 30th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has won the 2009 Technology Marketing Corporation (TMC) Labs Innovation Award. The 10th annual award, which is presented by Customer Interactions Solutions Magazine, acknowledges CRM and Contact Center’s best technological advancements. UTOPY SpeechMiner®, the company’s flagship Speech Analytics product, is the landmark platform that was honored with the prestigious award for its outstanding innovation to speech analytics and contact center performance management technology that create real business value for contact centers and enterprises alike.

“It’s an honor to have won the TMC Labs Innovation award. Innovation is the vital element that sets companies apart, which is why this award has so much meaning,” said Roy Twersky, President and CEO at UTOPY. “UTOPY continuously strives to be at the forefront of Speech Analytics and Performance Optimization by developing ground-breaking analytics-driven applications that provide contact centers with critical insight into customer-agent conversations and recommended actions to optimize the performance of their people and processes while sparking sales and driving future innovation.”

Contact centers are the vital points that connect customers and the enterprise. SpeechMiner® is the vehicle that transforms these critical interactions into actionable business knowledge that can be parlayed to shape company policy and elevate employee performance, drives collaborative workflows and measures the impact of coaching and process refinement. With UTOPY’s award-winning Speech Analytics, today’s leading enterprises are able to transform traditional quality, performance and workforce management into KPI-centered, insight-driven processes innovatively.

“UTOPY has demonstrated their out-of-box thinking in their offering of SpeechMiner,” said Tom Keating, CTO and TMC Labs Editorial Director. “I’m sure we will see other extraordinary solutions from UTOPY as they continue their efforts toward improving the future of the CRM and contact centers.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Speech Analytics Turns Every Customer Interaction into Actionable Feedback

Tue, 04 May 2010 10:05:26 PDT

San Francisco, CA —September 17th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that Colette Yee, UTOPY's Director of Strategic Marketing, is featured in an exclusive interview and article titled “Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer” in the September issue of Customer Management IQ – a leading online publication for customer service and contact center professionals to share best practices and innovative solutions.

Yee is interviewed by Blake Landau, publisher and editor of Customer Management IQ, on the strategic significance of listening to the voice of the customer in the current economic climate, and the inherent limitations of customer feedback mechanisms like surveys. In this interview, she shares her thoughts on an exciting new approach – speech analytics – that presents immediate value, as “it circumvents human error (and survey fatigue) to provide a complete and objective picture of the customer experience based on facts, instead of intuition … It is an early indicator of the post-interaction survey results, and an early predictor of a customer’s future behavior,” Yee explains.

The contact center is a critical human bridge between every company and its customers. As companies strive to balance quality of service with cost-to-serve, listening and analyzing customer-agent conversations provide critical insights into the customer experience as well as the agent’s handling of that experience. UTOPY’s solutions seamlessly track key performance indicators and customer experience metrics, trigger alerts and drive contact center processes such as performance management, precision monitoring, targeted coaching, agent self-learning and compliance. They also provide a roadmap to the design and delivery of the policies and processes that shape the intended customer experience. The impact of these targeted actions is then measured by analyzing the next stream of customer calls coming in for continuous refinement and improvement.

As Yee emphasizes in her interview, “Call centers are some of the best sources of customer suggestions and customer complaints. They know the emotional trigger points. They know what needs to be simplified. They know what causes customers to leave. They know what needs remain unfulfilled.” Listening to the voice of the customer via speech analytics “is fast becoming not only a competitive advantage, but a competitive necessity.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Media Relations:
media@utopy.com

UTOPY Wins 2009 Speech Technology Excellence Award

Tue, 04 May 2010 10:04:06 PDT

SpeechMiner® Recognized by Customer Interactions Solutions Magazine for Driving Contact Center Performance Optimization with Speech Analytics

San Francisco, CA —August 25th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has won a 2009 Speech Technology Excellence Award from Customer Interactions Solutions Magazine. The highly regarded award recognizes companies that have made significant contributions delivering value through speech applications for their clients. UTOPY SpeechMiner®, the company’s flagship Speech Analytics product, is the revolutionary platform that was honored with the prestigious award.

“We’re very pleased to have received this Speech Technology Excellence Award from such a respected publication in CRM, Call Centers and teleservices. This acknowledgement further underscores the clear value and competitive advantage that UTOPY delivers to the growing number of contact centers that choose to deploy our products,” said Dr. Yochai Konig, Chief Technology Officer at UTOPY. “This award reflects just how critical Speech Analytics has become in an evolving industry that seeks new and innovative ways to optimize contact center performance. At UTOPY, we strive to develop products and applications that benefit the industry by providing our customers with solutions that work to leverage actionable insights from the call content and the interaction itself to drive performance management, quality monitoring, coaching and workforce management processes centered around the contact center key performance indicators.”

The announcement marks the third time this quarter that UTOPY has been named the recipient of a leading industry award. In July, UTOPY won the 2009 Contact Center World Top Ranking Performers Award for Best Technology Innovation - Vendor Solution, and followed that by winning the 2009 IP Contact Center Technology Pioneer Award – another honor given by Customer Interactions Solutions Magazine.

“Winners of the Speech Technology Excellence Awards have demonstrated that their products are exemplary in the speech technology industry. These products have proven superior capability and ultimately improved the bottom line for customers,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “The 2009 Speech Technology Excellence Award offers a way to distinguish those companies successfully embracing technologies that give them the competitive edge over contact centers failing to embrace speech solutions.”

Revolutionary Platform that Drives Results

UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail. These leading enterprises benefit from UTOPY’s speech analytics-driven solutions centered on key performance indicators that prescribe actions from the insights obtained from customer-agent conversations.

With SpeechMiner as the catalyst, UTOPY’s customers benefit from a proven platform that combines speech understanding and recognition into a single-pass, making it more accurate and thorough at recognizing business issues and trends than any other solutions available in the market today. To date, UTOPY solutions have been deployed on three different continents, processing tens of millions of customer calls in multiple languages across the globe. UTOPY’s underlying speech analytics technology is able to recognize and analyze conversations in 54 distinct languages—far more than any of its competitors.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Wins 2009 IP Contact Center Technology Pioneer Award

Tue, 04 May 2010 10:03:05 PDT

Customer Interaction Solutions Magazine Honors SpeechMiner® for IP Innovation

San Francisco, CA – Aug 5th 2009 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that the Technology Marketing Corporation (TMC) has named UTOPY a winner of the 2009 IP Contact Center Technology Pioneer Award. This honor was awarded to UTOPY’s flagship Speech Analytics product, UTOPY SpeechMiner®, by TMC’s Customer Interaction Solutions magazine for creating a groundbreaking IP contact center solution that delivers real business value to forward-looking enterprises.

“It’s an honor to be recognized by such a highly regarded educational and news resource in the communications and technology fields,” said Roy Twersky, President and CEO at UTOPY. “This award further underscores our relentless commitment to stay on the cutting edge of speech analytics technology by offering future-proof solutions that enable contact centers to adopt IP technology at their own pace, while empowering them to optimize the performance of their people and processes simultaneously.”

Contact centers are critical interface points between customers and the enterprise. SpeechMiner® is the catalyst that transforms customer-agent conversations into critical business knowledge that can be delivered immediately to the desktops of senior executives and managers—the people that shape company policy. This vital “bridge” that links the customer and the enterprise is what ultimately sparks innovation.

SpeechMiner® is architected to leverage the innovative communications methods that IP technology makes possible. It supports stereo recordings with targeted analysis of the agent and customer channels respectively. SpeechMiner® can connect to and analyze recordings from any recording system/technology, providing maximum flexibility and ensuring investment protection if a company chooses to change recording platforms in the future. If a company operates in a heterogeneous environment with different recording platforms, whether Voice over IP or TDM, it assures uniform analysis and reporting throughout the enterprise. SpeechMiner® also enables intelligent load-balancing in distributed multi-site deployments that are common in IP Contact Center environments.

“TMC is proud to recognize UTOPY with an IP Contact Center Technology Pioneer Award. SpeechMiner® has been designed with the needs of the contact center market in mind and the potential of IP behind it, making it deserving of this significant honor,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “Technology is the key to the success of any call center so it is my pleasure to recognize UTOPY for bringing advanced, innovative technologies to market while providing high quality and superior applications.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Revolutionizes Contact Center Performance Optimization with the Release of SpeechMiner® 6.0 and OutPerform 6.0

Tue, 04 May 2010 10:01:43 PDT

New Targeted Coaching Application is Powered by the New Web 2.0 Speech Analytics Platform

San Francisco, CA – July 30th, 2009 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the availability of UTOPY SpeechMiner® 6.0 the latest versions of its award-winning flagship Speech Analytics product and ground-breaking Contact Center Performance Optimization solution, respectively.

UTOPY, founded in 1999, pioneered the Speech Analytics market and continues to innovate with the industry’s first speech analytics-driven coaching and performance management. This new release is a major milestone for the contact center industry. It was 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 (KPIs). These analytics-driven workflows trigger alerts and recommendations for process and people improvement; and the subsequent actions taken are further tracked and the results measured for closed-loop continuous refinement.

“UTOPY is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution 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.”

The Next Generation Contact Center Performance Optimization

OutPerform™ 6.0 is the Contact Center Performance Optimization solution that is built on top of SpeechMiner®. It leverages insights from 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 KPI’s 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.

Industry’s First Targeted, Performance-Based Coaching Driven by Speech Analytics

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. Its ease-of-use and simplicity is a result of SpeechMiner‘s sophisticated algorithms which automatically determine who needs which 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 seamlessly. This ability to align coaching and performance management with contact center KPIs through speech metrics enables coaching effectiveness, employee empowerment and operational efficiency. In addition, this turnkey application lowers the total cost of ownership and shortens the deployment period significantly.

Web 2.0 Plug-and-Play User Interface Sets Industry Standard

SpeechMiner® 6.0’s Web 2.0 platform makes for easy configuration, added flexibility and simple deployment. It comes with state-of-the-art dashboards that offer multiple and preset views, permission 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 groundbreaking 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.”

About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Frost & Sullivan and UTOPY host upcoming Webinar on Next Generation Contact Center Performance Optimization powered by Speech Analytics

Tue, 04 May 2010 09:59:43 PDT

Complimentary Webinar “Speech Analytics Closes the Loop: Your New Weapon to Boost Performance” to demonstrate how Speech Analytics is propelling Contact Center Performance Management to the next level.

San Francisco, CA – July 15th, 2009 — UTOPY Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it will co-host a webinar with Frost & Sullivan to demonstrate how speech analytics is transforming traditional quality, performance and workforce management into KPI-centered, interaction-driven processes that maximize contact center productivity and customer intimacy. Titled “Speech Analytics Closes the Loop: Your New Weapon to Boost Performance,” this one-hour complimentary webinar will be led by Keith Dawson, Principal Analyst at Frost & Sullivan, and Roy Twersky, President and CEO at UTOPY. It takes place on Thursday, July 30 at 10:00 a.m. PT/ 1:00 p.m. ET.

Participants of this interactive webinar will receive informative, first-hand insight into Speech Analytics and how the world’s leading enterprises are deploying this innovative technology to drive Contact Center Performance Optimization (CCPO). Attendees will have an opportunity to hear how Speech Analytics provides companies with actionable insight into both ends of the customer-agent equation from Keith Dawson, a leading analyst who has been an authority on call centers and the management of customer care technology for nearly 20 years. Dawson will speak on the state of the contact center industry and the significance of contact center performance optimization today. He will explain why he believes that the next generation of Contact Center Performance Optimization applications—with Speech Analytics at its core—will leverage the voice of the customer as the driving force behind all contact center processes and workflows. Dawson will explain how, as a result of this, cost and quality KPIs will improve, and the center's operational metrics will better align with business metrics.

Twersky will discuss how UTOPY’s cutting-edge solutions work to streamline the deliverability of contact center processes for the benefit of those leading enterprises that choose to deploy its solutions with the goal of optimizing performance. Twersky will also discuss UTOPY’s plans for future innovation as well as how Speech Analytics takes real-time KPIs and transforms them into actionable instructions for performance management. Participants will also learn how KPI-centered, interaction-driven processes deliver the capacity to recommend performance-based targeted coaching for employee development; predict customer behavior with speech metrics as early indicators; and create a roadmap for process refinement within and outside the contact center.

About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).
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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Wins 2009 Contact Center World Top Performers Award

Tue, 04 May 2010 09:58:34 PDT

OutPerform™ and SpeechMiner® Recognized as Best Technology Innovation Vendor Solution

San Francisco, CA – July 1st 2009 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has won the 2009 Contact Center World Top Ranking Performers Award for Best Technology Innovation - Vendor Solution. This prestigious award is given to the organization that can demonstrate—with the support of client testimonials—that its solution has had a significant positive impact on the performance of the contact center operations. UTOPY OutPerform™, the company’s contact center performance optimization solution based on its flagship Speech Analytics product UTOPY SpeechMiner®, was the solution that was credited with achieving this esteemed recognition.

“We’re very pleased to be recognized by the Contact Center Industry with such an important industry award,” said Roy Twersky, President and CEO at UTOPY. “This latest endorsement further solidifies the clear value and competitive advantage that UTOPY delivers to contact centers’ people and processes. At UTOPY, we strive to develop interaction-driven, KPI-centered solutions that provide our customers with actionable insights into both ends of the customer-agent equation. These critical insights into agent performance and customer engagement drivers further drive process refinement and employee development within the contact center. “

In capturing this prestigious award, UTOPY was required to meet stringent criteria that demonstrated how deploying OutPerform™ and SpeechMiner® benefited several contact centers within the financial services, communications, retail and outsourcing industries that leveraged the technology to reduce their call volume and average handle time and increase first contact resolution, sale conversion, and customer satisfaction metrics —all while delivering a rapid return on investment. In all, more than 1,000 applicants from North and South America applied for the award. The best were shortlisted and invited to present at Contact Center World 2009, which took place in Toronto, Canada on June 4.

SpeechMiner® Extracts Fact-based Insight for Quantifiable Action

SpeechMiner® provides companies with a comprehensive understanding of their customer’s behavior and needs, as well as their contact center operations and agent performance. It provides them with actionable intelligence based on incoming calls to take corrective measures before issues become problems. Customers also benefit directly from receiving the improved customer service that UTOPY enables organizations to deliver. With UTOPY, organizations are able to measure returns on their investment not only in terms of quantitative improvements in efficiency and effectiveness but also in the qualitative aspects associated with increased customer satisfaction—the key factor behind any businesses long-term viability.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About ContactCenterWorld.com

ContactCenterWorld.com, the conference, research and on-line magazine for the contact center industry is a resource for contact center professionals around the world. Through a unique blend of high value editorials and carefully placed advertising, clients around the world benefit from substantial exposure and quality leads. We currently have over 116,000 corporate members of which 40% are at a senior executive level within Contact Centers globally. The quality content on the site is what draws 7,500 unique users every day.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Extends Global Reach with New Partner Enablement Program

Tue, 04 May 2010 09:51:14 PDT

Joint Investment in Resources is Key to Strong and Lasting Partnerships

San Francisco, CA – 10th Jun 2009 — UTOPY Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the 2009 UTOPY Partner Program designed to nurture profitable and lasting partnerships with key channel partners across the globe.

UTOPY supports over 54 languages, and has some of the largest speech analytics deployments in the industry in terms of the different types of languages in production, and the total number of calls processed. Some of the languages that customers are actively using are English (in a variety of regional dialects), Spanish from the EU and Latin America, German, French, Dutch, Italian, Cantonese, Mandarin, and Japanese.

Collaborative Partnership Approach

“Our partners are our extended family. We will put all our resources behind them to enable them to capitalize on our leadership in Contact Center Performance Optimization and our unmatched language capabilities in Speech Analytics,” said Roy Twersky, President and CEO, UTOPY. “At the same time, we pledge to work very closely with our partners to ensure that our joint customers are satisfied and successful regardless of where they are located.”

This collaborative partnership approach has already bore fruits immensely. “UTOPY has supported us tremendously throughout our customer acquisition and delivery. They have trained and certified our consultants as well as engaged us in sales and marketing efforts,” said Juan Manuel Soto, Managing Director, Fonetic. “We have been able to build our entire business around UTOPY SpeechMiner® and have since secured several key customers in Financial Services and Communications, including two of the largest banks in Spain – Caja Madrid and BBVA Group.

90-day Partner Enablement Program

“We are embracing quality over quantity in the channels”, said Tim Harris, Vice President of Channels, UTOPY. “Besides setting pragmatic, achievable revenue objectives with our value-added resellers, we will arm them with UTOPY’s sales, marketing, delivery and consulting resources to help them achieve these objectives. In recent months, we have added value-added resellers in the United States, United Kingdom, Singapore and the Philippines, in addition to our existing partners in Spain and Mexico, greatly increasing UTOPY’s global footprint.”

A 90-day Fast Track Partner Enablement program will bring new partners up to speed quickly through online and classroom instruction, along with joint-business development on opportunities and joint-marketing lead generation ventures. A lead registration program rewards top performing partners. The three levels of VAR certification are:
• Registered Partner (Silver) – Sales certification required, eligible for new business deal registration or referral
• Solution Partner (Gold) – Advanced sales certification required, eligible for new business deal registration at higher discount levels
• Advanced Partner (Platinum) – Advanced sales & technical certification required, eligible for new business deal registration at the highest discount levels. Professional services certifications are also available so a partner can be authorized to deliver implementation services.
“We were looking to replace the vendor with whom we had partnered for speech analytics solutions”, said Ryan Morrissey, CEO of Applied Business Technologies of Boynton Beach, Florida. “Besides having the best turnkey solutions and technology platform for today’s market needs, the incentive and enablement program gives me great confidence in growing my Speech Analytics business with UTOPY.”
UTOPY’s training and demonstration kits enable VAR’s sales and technical personnel to showcase to prospects the Performance Optimization and Customer Intelligence solutions powered by Speech Analytics in action. Today, contact centers are an important bridge between enterprises and customers through agent-customer conversations. They also contain a wealth of information on customer behavior, needs and perceptions, as well as agent performance and process efficiencies. UTOPY is a pioneer in the deployment of speech analytics, customer intelligence and performance optimization solutions. Its solutions provide actionable intelligence by listening to the voice of the customer and allowing enterprises to take corrective action to resolve critical issues and make better business decisions. Additionally, by using UTOPY, enterprises can optimize contact center operations, measure and improve agent performance, reduce cost per call, and improve the overall customer experience.
For more information, please contact Tim Harris, VP of Channels at tim.harris@utopy.com

About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

New Patent Secures UTOPY's Leadership in Speech Analytics

Tue, 04 May 2010 09:50:06 PDT

Company Receives U.S. Patent on Innovative Call Classification with Contextual Modeling

San Francisco, CA – 26th March, 2009 - UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has been granted U.S. Patent No. 7,487,094 titled “System and method of call classification with context modeling based on composite words,” by the United States Patent and Trademark Office. The patent covers the system and methods of classifying a human-to-human telephone conversation into predefined categories of interest.

“Over the last decade, UTOPY has been pioneering a different technological approach to the problem of understanding human-to-human telephone conversations. This patent, in addition to several other pending patents, is a reflection of our investment and commitment to developing innovative technology that solves today’s critical problems,” says Yochai Konig, Co-founder and CTO of UTOPY. Dr. Konig adds that “UTOPY’s phrase-based contextual speech recognition-cum-understanding approach has been yielding tremendous business value by analyzing tens of millions of calls in over a dozen languages across the globe with a level of accuracy and detection rate that is not feasible with other traditional approaches in the market today.”

Organizations around the globe are utilizing this technology to analyze the performance of each agent, team and contact center within an organization across several dimensions, including call reason, customer satisfaction and issue resolution. Because of the exceptional accuracy and high detection rate of UTOPY’s technology, actionable recommendations and real-time alerts tied to key performance indicators can be delivered to the desktop of each agent, supervisor, analyst and manager on a weekly and daily basis. This enables proactive learning, targeted coaching, and enhanced decision-making that results in higher agent productivity, supervisor effectiveness and contact center performance optimization.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679).

# # #
UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Expands Channel Programs by Appointing Tim Harris as VP, Channels

Tue, 04 May 2010 09:48:38 PDT

Proven industry executive has extensive experience in Contact Center and Workforce Management

San Francisco, CA – 10th March, 2009 - UTOPY, Inc. the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics has named Tim Harris as its new Vice President of Channels. With 25 years of business development experience in a variety of enterprise software companies, Harris provides valuable knowledge and industry expertise to UTOPY's leadership team. He will focus on expanding global channels, while establishing strong relationships within selected strategic partnerships to ensure the ongoing success of UTOPY as the undisputed leader in speech analytics.

Prior to joining UTOPY, Harris held management roles for Entrust and Blue Pumpkin Software. Throughout his career, Harris has displayed a hands-on style with a record of leading U.S. and international business development and marketing for a variety of organizations, including many start-up companies. He is recognized for building successful alliances for companies that sell high-value solutions to Global 1000 companies.

"I am very excited that Tim will be stepping into the role of VP of Channels," said Roy Twersky, President and Chief Executive Officer of UTOPY. “Tim is a proven executive who has built successful alliances and channels literally around the globe. We are fortunate to have him driving our channel operations.”

“We will be launching channel programs across a number of fronts at UTOPY,” said Tim Harris. “First, we will be forming strategic alliances with contact center technology vendors so that we can align our best of breed products at a technical and business level. Secondly, we will be signing up Value Added Resellers in North America and in key geographies in Europe, Asia/Pacific and Latin America to bring our flagship product UTOPY SpeechMiner® and solutions to market.”

Today, contact centers are an important bridge between enterprises and customers through agent-customer conversations. They also contain a wealth of information on customer behavior, needs, and perceptions, as well as, agent performance and process efficiencies. UTOPY is a pioneer in the deployment of speech analytics, customer intelligence and performance optimization solutions. Its solutions provide actionable intelligence by listening to the voice of the customer and allowing enterprises to take corrective action to resolve critical issues and make better business decisions. Additionally, by using UTOPY, enterprises can optimize contact center operations, measure and improve agent performance, reduce cost per call, and improve the overall customer experience.

About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679).

# # #
UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces New Strategic Partnership with INS Indriya in Asia

Tue, 04 May 2010 09:47:48 PDT

Partnership accelerates UTOPY’s continued expansion and growth via strategic channels

San Francisco, CA – 26th February, 2009 - UTOPY, Inc. the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced a distribution partnership with INS Indriya, a leading technology consulting firm headquartered in Singapore. With the advent of this relationship, both UTOPY and INS Indriya are excited that the flagship product UTOPY SpeechMiner® will be made available to leading enterprises in the region. SpeechMiner® leverages speech analytics to help these organizations optimize their contact center performance, cut operating costs, improve decision making, enhance the customer experience, and build mutually beneficial relationships with their customers

“We approached UTOPY because it is the undisputed leader in the Speech Analytics space, and has some of the largest global live deployments in the industry in terms of the different types of languages, dialects and accents, including Mandarin, Cantonese, Japanese, Singaporean English, Indian English, Filipino English and others,” said Pradip Pal, Managing Partner of INS Indriya. “In Asia, the power of Speech Analytics is yet to be exploited by corporate businesses for providing invaluable sales, marketing, customer experience and operations data from the customer interaction channel. Although customers have installed what we believe to be state-of-the-art voice recording technology, they have not been exposed to the power of extracting strategic business intelligence from contact center data. We believe adding speech analytics from UTOPY to our clients’ current mix of Contact Center applications will provide them with a huge competitive advantage in the current business climate.”

“This partnership marks an important milestone for UTOPY as we roll out our channel strategy to expand access to our Speech Analytics solutions to the Asian market,” said Roy Twersky, President and CEO of UTOPY. “We believe INS Indriya is well-positioned to help its customers succeed with UTOPY’s Contact Center Performance Optimization and Customer Intelligence solutions.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679).

About INS Indriya

INS Indriya is a technology consulting firm providing Voice Applications and Customer Interaction strategy, solutions and services that bridge technology and customer experience.

Based in Singapore, INS Indriya collaborates and partners with the best of breed technology providers that help to design, integrate and manage a new genre of open standard based business applications for the Enterprise and Contact Centers. The global partnering model ensures that customers are able to leverage on the latest in Communication technology to enhance their business processes.

UTOPY Deploys Multi-site, Multi-lingual Speech Analytics across the Globe

Tue, 04 May 2010 09:46:39 PDT

Contact Centers in Europe, Asia, and the Americas Improve Performance with UTOPY’s Leading Speech Analytics Solutions

San Francisco, CA – January 28th, 2009 -- UTOPY, Inc. the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that its customers are actively using its flagship product UTOPY SpeechMiner® to analyze and process 10’s of millions of customer calls in multiple languages in contact centers around the globe.

UTOPY has some of the largest speech analytics deployments in the industry in terms of the different types of languages in production, and the total number of calls processed. Some of the languages customers are actively using are English (in a variety of regional dialects), Spanish from the EU and Latin America, German, French, Dutch, Italian, Cantonese, Mandarin, and Japanese.

The Value of Speech Analytics for Global Organizations

Forward-thinking global organizations are increasingly realizing the value of having a unified and consistent customer service process across all international contact centers, leads to a significant enhancement in customer experience and a leadership position in the marketplace. These companies record customer calls across the different contact centers and use SpeechMiner® to detect critical customer and agent behavior from the agent/customer conversations taking place within the contact centers. Organizations can clearly identify trends and opportunities and make better business decisions from lessons learnt directly from the voice of the customer. In addition, they can benchmark agent performance and contact center operations more objectively to raise the quality-cost ratio in these belt-tightening economic times.

UTOPY pioneered phrase-based speech recognition-cum-understanding which accurately classifies incoming calls based on business content and predicts customer and prospect behavior from these calls, regardless of the language spoken by the customer. Companies can find out why customers are calling and what they are saying about them or their competitors, leading to lucrative cross-sell and up-sell opportunities. With speech analytics, they will also increase first call resolution, customer satisfaction and loyalty, while reducing call volume, average handling time and number of transfers at the same time. With UTOPY supporting over 45 languages, there is no language barrier for global organizations which view the contact center as a key strategic resource for delivering a valuable customer experience.

“We have an active installed base of customers using our solutions in multiple languages world-wide to acquire customer insight and improve their customer experience,” said Roy Twersky, President and Chief Executive Officer of UTOPY. “In today’s tough economic conditions, we see larger enterprise-wide global deployments as organizations realize how speech analytics solutions can dramatically reduce their customer care costs while increasing their customer experience performance indicators.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY Wins Customer Interaction Solutions Magazine's 2008 Product of the Year Award

Tue, 04 May 2010 09:44:50 PDT

UTOPY SpeechMiner® Honored for Outstanding Innovation in the Speech Analytics Category

San Francisco, CA – January 8th, 2009 - UTOPY Inc. the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, announced today that its flagship product, UTOPY SpeechMiner®, is awarded a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

This follows closely on the heels of the Banker magazine’s Technology Award 2008 for Customer Service and Marketing given to UTOPY’s client, Caja Madrid, the leading retail bank in Spain, for its innovative use of Speech Analytics to refine products and processes from a customer’s perspective. For more information on this other award, please refer to “Caja Madrid Speech Analytics wins the Banker Technology Award 2008.”

UTOPY Provides Deep Insight into the Voice of the Customer

UTOPY SpeechMiner® is the industry leading product for speech analytics, customer intelligence and contact center performance optimization. Contact centers are critical interface points between customers and the enterprise. As a result, enhancing productivity in the contact center leads to significant benefits such as reduction in average handling time (AHT), an increase in issue resolution (IR) and agent performance, and an overall increase in customer satisfaction. SpeechMiner® provides companies a comprehensive view and understanding of their customer’s behavior and needs, as well as their contact center operations. It provides them with actionable intelligence based on incoming calls to take corrective action before issues become problems.

“We’re honored to be chosen for such a prestigious award which acknowledges us as a leader in this space and validates our vision to be in the forefront of speech analytics technology,” said Roy Twersky, Chief Executive Officer and President of UTOPY. “We are continually expanding our solutions in the contact center and customer intelligence space to deliver immediate value to our customers.”

“I am pleased to honor UTOPY for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Version 5.2 of Award-Winning SpeechMiner

Tue, 04 May 2010 09:43:15 PDT

Achieve rapid ROI on Speech Analytics through industry-leading accuracy, unsurpassed scalability, multi-site optimization and built-in support for 45 languages

San Francisco, CA – December 16th, 2008 - UTOPY, Inc. the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the general availability of UTOPY SpeechMiner® V5.2, its flagship Speech Analytics product.

This new version offers a significant increase in scalability and accuracy, allowing the processing of unlimited customer call volume from contact centers spread across multiple sites around the globe. In addition, it includes built-in support for new languages like French, Dutch, Italian, German, Chinese (Mandarin and Cantonese) and Japanese. Overall, SpeechMiner® supports more than 45 languages including different variations of English from the U.S., UK, Singapore, India, Philippines and Australia, and different variations of Spanish from the U.S., Spain and Latin America. The new offering comprises of a comprehensive built-in industry-specific knowledge library for several verticals including communications, financial services, retail, healthcare, and utilities. As a result, customers can deploy and realize immediate value from speech analytics more rapidly than ever before.

Financial Services Company with Call Centers in 9 Languages across 3 Continents analyzes its 12 Millionth Call with SpeechMiner® V5.2

A global Fortune 500 financial services company has recently processed and analyzed its 12 millionth call with UTOPY SpeechMiner® V5.2 to enhance its agent performance and improve operational efficiencies in the contact centers. This is a large scale, multi-site implementation involving considerable challenges such as: the need to capture and analyze large amounts of unstructured data from disparate locations spread across 3 continents in different languages. In total, SpeechMiner accurately analyzes 50 to 70 thousand calls a day amounting to 6,000 hours of audio per day in 9 languages - U.S. English, UK English, German, Spanish, Italian, Dutch, Mandarin, Cantonese and Japanese. It identifies words and phrases within incoming calls most relevant to the company’s business practices and provides deep insight into its customers’ behavior and perceptions. From this insight, processes are created to efficiently handle frequently asked questions and move a majority of the incoming calls on-line to the self-service medium. This resulted in a decrease in overall call volume and a significant reduction in average handling time (AHT).

“Our continued investment in research and development has given us the expertise to leverage our superior speech analytics technology to realize immediate business value for our customers,” said Roy Twersky, President and CEO of UTOPY. “SpeechMiner empowers our customers with highly meaningful insight based on direct customer-agent interactions, allowing them to differentiate themselves from their competition.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Opens Second Research and Development Center

Tue, 04 May 2010 09:42:04 PDT

Expansion of R&D Investments will Solidify UTOPY’s Lead in Technology and Product Innovation

San Francisco, CA – October 22nd, 2008 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has opened a new Research and Development Center in Tel Aviv, Israel, which will complement the North American Research and Development Center in Silicon Valley.

Opening of new R&D Center in Israel to tap Top Talents

UTOPY has recently opened a new Research and Development Center in Kiryat Atidim High-Technology Park, Tel Aviv, capitalizing on the availability of top scientific talents in speech analytics and applied research. “Israel is home to many outstanding technologists, researchers and engineers,” said David Konig, UTOPY VP of Research and Development. “This new Israeli R&D Center will focus on the commercialization of state-of-the-art speech and search technology.”

The existing R&D Center in Silicon Valley was opened in 1999 to tap the intellectual capital and entrepreneurial spirit of the Valley. It continues to attract exceptional engineering talents from top academic schools, research institutions and leading companies across the United States eager to spearhead the industry with patented Audio Mining and Speech Analytics technology.

“From the very beginning, UTOPY has consistently attracted industry veterans and outstanding graduates from top engineering schools like Stanford, MIT, UC Berkeley, Harvard, University of Pennsylvania, University of Illinois, Technion, Tel Aviv University, the Hebrew University of Jerusalem and Ben Gurion University, as well as, top business schools like Wharton, Stanford and Haas,“ noted, Roy Twersky CEO of UTOPY. “The excitement of constantly pushing the envelope, and breaking new ground in technology and market innovation, is the reason why we are so successful in bringing on board and retaining our valued employees.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Fuels Company Expansion with $7.5 Million Financing

Tue, 04 May 2010 09:40:56 PDT

Capital Infusion Reinforces Investors’ Confidence in UTOPY’s Strategy and Execution

San Francisco, CA – September 24th, 2008 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has secured another round of Series Preferred funding of $7.5 million led by Bay Ventures Ltd. and Pras Holdings Ltd.

New Funding Targeted for Company Expansion and Product Innovation

The company will use this capital infusion to accelerate UTOPY’s growth in North America, Europe and Asia-Pacific, as well as, expand its product footprint and consulting practices. “We are seeing tremendous demand in the marketplace for innovative ways to extract value from customer-agent conversations to improve agent productivity and effectiveness, and to refine business processes and customer experiences across the enterprise, “ said Roy Twersky, President and CEO of UTOPY. “This round of funding will allow us to capitalize on the opportunities and meet the needs of our global customers and partners alike.”

The market for UTOPY’s Speech Analytics solutions is growing rapidly because of their proven ability to provide enterprises with actionable insights into agent performance, process inefficiencies and customer perceptions. This in turn translates into significant productivity gains, operational cost savings and revenue opportunities for UTOPY’s customers within the contact centers and throughout the entire customer-facing entities. In the present economic environment, enterprises and contact centers are adopting UTOPY’s solutions to improve the bottom-line and the experience of their most valuable assets – their customers.

“With its ground-breaking Speech Analytics platform, UTOPY has established itself as a clear leader in Customer Intelligence and Contact Center Performance Optimization,“ said Mr. Ruvane Brudner, Managing Director at Bay Ventures. “This investment reinforces our continued commitment to participate in growth companies with disruptive technologies and a proven track record that meet an immediate demand in the marketplace.”

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Caja Madrid Speech Analytics wins The Banker Technology Award 2008

Tue, 04 May 2010 09:39:52 PDT

Innovative Solution by UTOPY and FONETIC Grabs the Customer Service and Marketing category award

San Francisco, CA – September 4th, 2008 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today congratulates Caja Madrid, the leading retail bank in Spain, for being awarded the Banker magazine’s Technology Award 2008 for Customer Service and Marketing. This latest industry endorsement confirms the intrinsic value and competitive advantage UTOPY SpeechMiner delivers to contact centers and enterprises alike.

Caja Madrid Recognized for its Innovative Deployment of Speech Analytics

Each year, The Banker magazine, published by the Financial Times, bestows honors on the most innovative projects of the world’s top financial institutions. The Technology 2008 awards are given to leaders in the global financial sector for excellence and innovation in banking technology that delivers sustainable value to the ever-changing needs of the business.

Caja Madrid, the first Spanish financial institution to deploy speech analytics, has been awarded the 2008 Customer Service & Marketing category award, for its innovative and effective use of existing assets from its contact centers.

All customer calls received by its contact centers are automatically analyzed for insight on customer expectations, intentions, complaints and satisfaction levels, as well as, agent performance and adherence to policies. This information is then used to improve its customer service, measure contact center efficiency and detect up-sell opportunities.

The winning Speech Analytics project, using UTOPY SpeechMiner, is implemented by FONETIC, a Spanish system integrator specializing in contact center operations and optimization. This project falls under Caja Madrid’s Technology Plan 2007-2010 and demonstrates Caja Madrid’s strong commitment to utilize technology to improve the customer experience.

Tapping the Voice of the Customer to Drive the Customer Experience

Indalecio Gil, Channels Director for Caja Madrid, outlines the project, "Every call that comes into the contact center is automatically analyzed to identify the reason the customer called and determine whether his issue was resolved using the appropriate response in a courteous manner. In addition, the software can identify situations where the customer is dissatisfied, which are often opportunities to design new services or to modify processes that are not working from a customer perspective.“

Combining the root cause analysis performed by speech analytics with other customer information, one out of every four customers is automatically selected to receive a survey call after the interaction ended, to assess their level of satisfaction with the service received. Each survey response is then linked with the original call, closing Caja Madrid’s "quality of service - customer satisfaction and feedback” loop. Further analysis of this feedback enables Caja Madrid to uncover experiences that are valued by customers and those that provokes customer dissatisfaction.

“This project demonstrates that there is a very productive source of innovation based in identifying and exploiting internal (and not always obvious) assets,” added Gil, in his interview with the Banker magazine. In addition, he emphasizes that "Our organization measures its returns on this investment not only in terms of quantitative improvements in efficiency and effectiveness, but also in the qualitative aspects associated with increased customer satisfaction. Our customers are our top priority. Our day-to-day work is to have satisfied customers and the best way to achieve this is to offer a better customer service and experience."

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

ACS to Speak on Tapping the Voice of the Customer with UTOPY Speech Analytics at Gartner CRM Summit

Tue, 04 May 2010 09:38:28 PDT

Innovative, Value-added Service Clearly Differentiates ACS in the Eyes of its Clientele

San Francisco, CA – September 2nd, 2008 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, and Affiliated Computer Services, Inc. (NYSE: ACS) today announced that Ms Staci Tubbs, Regional Vice President, Operations, ACS will present “Tapping the Voice of the Customer to Drive Business Performance” at the Gartner Customer Relationship Management Summit, Monday, September 8th at 1:00 pm ET at the Gaylord National Resort and Convention Center in Washington, DC.

ACS provides unparalleled customer care solutions that improves the customer service experience for any business. In a continuous effort to provide additional value to its clients, ACS uses UTOPY Customer Intelligence and Performance Optimization solutions to optimize agent performance and surpass service level agreements, as well as, provide end-customer insights to its clients to refine their up-selling techniques, predict potential churn and eliminate process inefficiencies.

ACS leverages UTOPY SpeechMiner to analyze recorded customer interactions for hidden insights on call drivers, root causes, issue resolution, agent performance, coaching effectiveness, script adherence, and customer satisfaction. The system intelligently “listens to” each customer call, identifies relevant topics and emotions, categorizes them based on context, and maps them to key business issues and metrics. The results are then presented in dynamic dashboards and reports for immediate action.

By automating the process with UTOPY SpeechMiner, ACS is able to provide clients with actionable insights more accurately, quickly and cost-effectively. This huge increase in sample size processed also enables ACS to provide its clients with statistically significant results at a much higher confidence level, giving its clients more confidence that the customer care experience is exceeding everyone’s expectations.

“ACS is using this powerful tool to give our clients valuable information they’ve never had before,” said Staci Tubbs, Regional Vice President, Operations for ACS. “Giving our customers this value-added service demonstrates that ACS is responsive to our customers needs and flexible in finding the right solution.”

ACS is currently deploying this offering with 1,000 customer care agents and has plans to expand this offering in the next two months, bringing the total number of agents using this to more than 6,000.

“We are very pleased that UTOPY Customer Intelligence and Performance Optimization solutions, powered by Speech Analytics, has proven to be a competitive differentiator for ACS and its clientele, “ noted Roy Twersky, President and CEO, UTOPY. “Mining insights from agent-customer interactions to capture, measure and enrich the end-customer experience, is the next frontier for customer service and CRM.”

About ACS

ACS, a global FORTUNE 500 company with 65,000 people supporting client operations reaching more than 100 countries, provides business process outsourcing and information technology solutions to world-class commercial and government clients. The company's Class A common stock trades on the New York Stock Exchange under the symbol "ACS."

Learn more about ACS at www.acs-inc.com.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).
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"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: Statements in this press release regarding Affiliated Computer Services' business which are not historical facts are "forward-looking statements" that involve risks and uncertainties. For a discussion of such risks and uncertainties, which could cause actual results to differ from those contained in the forward-looking statements, see "Risk Factors" in the Company's Annual Report or Form 10-K for the most recently ended fiscal year.

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Industry Market Leaders Select UTOPY for Speech Analytics

Tue, 04 May 2010 09:36:50 PDT

Significant Customer Wins in Communications, Financial Services and Healthcare Sectors Fuel UTOPY’s Growth

San Francisco, CA – August 13th, 2008 — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today underscores its continued growth and success in the marketplace with significant new customer acquisitions and ongoing services for its flagship SpeechMiner solutions. These latest customer successes continue to validate the leadership role UTOPY enjoys within the emerging Speech Analytics marketplace.

Global Organizations Turn to UTOPY SpeechMiner for Customer Intelligence

Over the past six months, UTOPY has added significant Global 1000 companies to its proud family of SpeechMiner users. These companies, all respected leaders in their own industries, selected SpeechMiner to help them bridge the gap between company strategy and organizational execution, leading to significant gains in operational efficiencies while focusing on the needs and demands of their leading asset - their customers.

Some of these market leaders include:

A global, Fortune 1000 financial services company selected UTOPY SpeechMiner to identify customer drivers for service demands, eliminate process bottlenecks and inefficiencies, and improve sales conversion rates. This deployment will be rolled out to over 2,200 customer service representatives worldwide.

A North American Communication Services Provider, with over 12 locations and more than 5,200 customer service representatives, is currently implementing UTOPY SpeechMiner, to improve agent performance and tune contact center operations, in order to deliver a valuable customer experience while meeting service level agreements.

A global giant in the Healthcare industry selected UTOPY SpeechMiner to ensure agent and contact center compliance in a critical area of their operations - Liability and Risk Management. Using SpeechMiner to identify and report on adverse events, this global leader, a Fortune 500 leader, will significantly reduce its risk of noncompliance and penalties by leveraging customer intelligence to spot and address critical activities that occur within its customer interactions.

UTOPY Riding on the Strong Growth in the Speech Analytics Market

“We are seeing significant growth in the emerging speech analytics market, as the technology matures and deployments scale from pilot implementations to full-blown installations,” said Ken Landoline, Program Manager, Customer-Centric Strategies at Yankee Group. “This is turning out to be a counter-cyclical market as companies seek to maximize their existing contact center assets in an uncertain economic environment. The quantifiable benefits of speech analytics and the technology’s relatively short payback period are further driving the market’s growth.”

“The velocity of customer interest and demand for UTOPY’s solutions far outpaces demand for any solution I have seen in my 18-years in this marketplace. Strong alignment and growth within our core vertical strategy allow us to continue delivering best-of-breed solutions to companies within the financial services, insurance, healthcare, outsourcing, communications and consumer/retail industries,” said Paul Beyer, Vice President Global Sales at UTOPY. “Companies within these verticals have always leveraged innovative solutions to deliver world-class products and services to their customers, while building on the competitive advantage these solutions offer to their company.”

About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

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UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Adds Worldwide Leadership to Management Team by Appointing Paul Beyer as VP, Global Sales

Tue, 04 May 2010 09:35:36 PDT

SAN FRANCISCO, CA, August 21, 2007 - UTOPY, Inc., a leading provider of enterprise-class customer intelligence solutions through speech analytics, has named Paul Beyer as its new Vice President of Global Sales. With 17 years of strategic sales and business development experience in the areas of customer service delivery and contact centers, Beyer provides valuable knowledge and industry expertise to UTOPY's executive leadership team. He will continue building the worldwide sales team while penetrating the market and driving revenue to ensure the ongoing success of UTOPY as the leader in customer intelligence.

Prior to joining UTOPY, Beyer held senior consulting and management roles for CSC Consulting and eLoyalty. During his extensive run in consulting, Beyer facilitated Global 1000 companies in developing strategy, designing new programs and executing on projects in the areas of Customer Loyalty, CRM, Call Center Optimization, Business Analytics and Enterprise Resource Planning (ERP). Beyer maximized revenue growth plans by hiring, developing and managing focused sales teams with effective analysis and modification of business and sales strategies. Beyer first established himself as a successful sales manager at Rockwell, where he ran the Western Regional Sales operations while advancing global client relationships for the company.

As the leader of UTOPY’s global sales team, Beyer will be responsible for broadening the markets to which UTOPY is selling, as well as further penetrating the industries in which it is currently deployed to drive adoption and reach revenue goals. UTOPY’s Customer Intelligence solutions through speech analytics consist of the award-winning, patented SpeechMiner software and a consulting group skilled in proven methodologies for ensuring customer success. The solutions analyze what customers actually say and arm executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, increase revenues, and enhance the customer experience.

"I am very excited that Paul will be stepping-up into the role of VP of Global Sales," said Roy Twersky, president and chief executive officer of UTOPY. “His deep understanding of the industry from previous experiences, and further knowledge of UTOPY solutions provide him the insight needed to execute and excel in this competitive and emerging market. Paul is a proven executive, and leader, who breeds nothing but success – we are fortunate to have him driving our sales operations.”

UTOPY Customer Intelligence solutions solve a persistent challenge: how to glean high-value business intelligence from daily customer interactions. Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems track customer transactions, but they cannot provide the underlying rationale for these transactions. In contrast, UTOPY's speech analytics solutions process vast amounts of daily customer interactions to capture customer perceptions and competitive information as well as to uncover operational inefficiencies.

“With the tremendous growth occurring in the Speech Analytics market, UTOPY is best positioned to serve the needs of businesses in search of competitive advantage and innovative customer service solutions,” said Beyer. “I’m personally motivated by the opportunity to help these companies succeed by taking advantage of progressive solutions like UTOPY's SpeechMiner -- which is what drives our continual growth and acceleration as a company."

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to improve the customer experience, uncover new markets and revenue opportunities, understand and tackle competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Telefonica Moviles Turns to UTOPY for Customer Intelligence

Tue, 04 May 2010 09:33:25 PDT

San Francisco, CA—July 10, 2007— UTOPY, the leading provider of enterprise-class solutions for Customer Intelligence through Speech Analytics, today announced that Telefónica Móviles of Spain, a company of the more than $70 billion Telefónica group, has selected UTOPY. Telefónica Móviles is implementing the fully localized Spanish version of UTOPY’s SpeechMiner solution with the support of UTOPY’s reseller and implementation partner, Fonetic, who is headquartered in Spain.

As the leading cellular telecommunications provider for Spanish and Portuguese speakers, Telefónica Móviles has more than 80 million customers in 15 countries. With a large customer base in a highly competitive industry, the company is looking for more intelligent insight into the daily conversations their customers have with the company.

By leveraging the conversations taking place in the contact center and transforming them into meaningful information, UTOPY's Customer Intelligence solution provides key data across the customer lifecycle. Telefónica Móviles España uses the solution to analyze both inbound and outbound customer interactions—enabling the company to create a holistic portrait of all customer relationships.

“We selected UTOPY after an exhaustive review of the solutions on the market,” said Mario Soro, Director of CRM technology at Telefónica Móviles España. “UTOPY offered the only speech analytics solution that would help us to truly improve enterprise performance—we will be able to exploit customer conversations as the missing data source to diagnose problems, develop strategies to combat challenges, and measure how well we are performing against our goals. And, thanks to UTOPY’s close relationship with Fonetic, we have a local presence in Spain to support us.”

“The UTOPY solution simply offers the most accurate and relevant results for business users,” said Juan Manuel Soto, Managing Director of Fonetic. “We are thrilled to deliver a solution of its caliber to Telefónica Móviles and know UTOPY will have a significant impact on the entire enterprise.”

“We are so proud to have been selected by such a prestigious and forward-thinking company,” said Roy Twersky, chief executive officer of UTOPY. “It says a great deal of the accuracy and relevance of our solution’s results when an organization like Telefónica Móviles relies on UTOPY data to spot new opportunities and drive improvements in enterprise performance.”

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics.

About Fonetic
Headquartered in Madrid, Spain; Fonetic is devoted to helping leading companies acquire and implement technologies to improve the customer experience. Fonetic consultants have significant experience with both the business processes and technical requirements necessary to implement and support enterprise systems and have particular expertise with speech and business intelligence technologies. Customers include customer-centric organizations in the Financial Services, Insurance, and Telecommunications industries where increased competition demands innovative technologies and approaches. For more information about Fonetic, please visit their website at www.fonetic.es

UTOPY Strengthens Management Team by Appointing Eric Zankman as VP, Client Solutions and Consulting Services

Tue, 04 May 2010 09:31:33 PDT

SAN FRANCISCO, CA, June 6, 2007 - UTOPY, Inc., a leading provider of enterprise-class customer intelligence solutions through speech analytics, has named Eric Zankman as its new Vice President of Client Solutions and Consulting Services. With a distinguished background from Bank of America, American Management Systems (AMS, now CGI), the $1 billion technology and management consulting organization, and his own customer analytics firm, Zankman is a valuable addition to UTOPY's executive leadership. He will head up the company’s expert consulting group and be instrumental in ensuring the ongoing success of UTOPY customers.

Bringing 20 years of relevant industry experience to UTOPY, Zankman is an established thought leader in the areas of business intelligence and customer analytics. While at AMS and as principal of his own firm, he worked to improve profitability for many leading financial services and telecommunications companies by applying data mining, predictive modeling, customer segmentation, experimental design, and optimization techniques to the complex customer management challenges these organizations face. Zankman began his career at Bank of America, one of the first organizations to harness powerful customer data for enhanced profitability.

As the leader of UTOPY’s expert consulting team, Zankman has responsibility for a core component of the UTOPY solution. UTOPY’s Customer Intelligence solutions through speech analytics consist of the award-winning, patented SpeechMiner software and a consulting group skilled in proven methodologies for ensuring customer success. The solutions analyze what customers actually say and arm executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, increase revenues, and enhance the customer experience.

"We are excited to have Eric in this critical position," said Roy Twersky, president and chief executive officer of UTOPY. “His combination of management consulting and industry experience will give our customers a tremendous advantage in getting the most value from Customer Intelligence. Eric has the proven ability to deliver key customer insights and translate those insights into measurable business benefits for Fortune 500 and Global 1000 corporations.”

UTOPY Customer Intelligence solutions solve a persistent challenge: how to glean high-value business intelligence from daily customer interactions. Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems track customer transactions, but they cannot provide the underlying rationale for these transactions. In contrast, UTOPY's speech analytics solutions process vast amounts of daily customer interactions to capture customer perceptions and competitive information as well as to uncover operational inefficiencies.

“UTOPY offers a truly compelling competitive advantage to its customers,” said Zankman. “Even the most customer-centric companies are not fully leveraging the valuable information and customer feedback contained in the millions of conversations they have with their customers. UTOPY’s ability to extract key intelligence from this unstructured and largely unused data will usher in the next big leap forward in customer analytics.”

ABOUT UTOPY:
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

ICT Group and UTOPY Announce Strategic Marketing Partnership

Tue, 04 May 2010 09:30:03 PDT

Value-added Speech Analytics/Voice Mining Solutions Designed to Improve Service, Operating Efficiency and Performance

NEWTOWN, PA, MAY 22, 2007 – ICT GROUP, INC. (NASDAQ: ICTG), a leading global provider of customer management and business process outsourcing (BPO) solutions, and UTOPY, Inc., a leading provider of enterprise solutions for customer intelligence through speech analytics, today announced a strategic partnership and co-marketing agreement.

UTOPY Customer Intelligence analyzes customer conversations and extracts important business information. Companies can then utilize this information to better understand customer perceptions, needs and behavior in order to increase revenue per transaction, improve retention, reduce churn and gain a unique competitive advantage.

ICT GROUP will be utilizing the UTOPY speech analytics software for agent-facing quality, training and process improvement purposes as well as to deliver value-added customer intelligence and voice/data mining solutions for clients, across multiple vertical industry programs.

This strategic partnership positions ICT GROUP to deliver improved service, increased operating efficiency and optimized sales and service performance for clients’ outsourced service initiatives. Additionally, it provides an alternative revenue-generating technology solution for the effective up-sell/cross-sell of additional services and/or other process improvement strategies, using valuable customer data gained through digitally recorded transactions.

“Partnering with UTOPY helps differentiate ICT GROUP, enhancing our already comprehensive, diversified service offering to include additional high-value, ROI-driven customer and marketing analytics solutions,” said John J. Brennan, Chairman and Chief Executive Officer of ICT GROUP. “Furthermore, this combined offering allows us to provide more customized, end-to-end customer support services, beyond the handling of routine sales and service transactions, complimenting our value-added Marketing and Technology Services capabilities.”

ICT GROUP and UTOPY have already signed their first joint services agreement, for a financial services client who will be using the combined offering to determine why customers are calling as well as to help measure and improve up-sell/cross-sell effectiveness and identify potential process improvement areas, to help reduce cancellations and other customer service issues.
“Clearly, there are strong synergies between UTOPY and ICT GROUP, including the vertical market focus of both our organizations, making this co-marketing relationship a perfect fit,” stated Roy Twersky, President and CEO of UTOPY. “We are pleased to be partnering with this forward-thinking, global leader in outsourced services, helping them to provide exceptional service through the additional insight and business intelligence gained using our advanced speech analytics software.”

ABOUT ICT GROUP:
ICT GROUP, headquartered in Newtown, Pa., is a leading global provider of customer management and business process outsourcing solutions. The Company provides a comprehensive mix of customer care/retention, acquisition, up-selling/cross-selling, technical support, market research and database marketing as well as e-mail management, data entry/collections, claims processing and document management services, using its global network of onshore, near-shore and offshore operations. ICT GROUP also provides interactive voice response (IVR) and advanced speech recognition solutions as well as hosted Customer Relationship Management (CRM) technologies, available for use by clients at their own in-house facility or on a co-sourced basis in conjunction with the Company’s fully integrated contact center operations. To learn more about ICT GROUP, visit the Company’s website at www.ictgroup.com.

ABOUT UTOPY:
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

UTOPY and VPI Enter Strategic Partnership

Mon, 03 May 2010 04:03:54 PDT

Companies Partner to Help Organizations Analyze, Understand, and Improve the Customer Experience

San Francisco and Camarillo Calif. – May 8, 2007 – UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through speech analytics, today announced a mutual reseller agreement with VPI, a leading provider of integrated interactions recording and proactive workforce optimization (WFO) applications.

The partnership enables UTOPY and VPI customers to extract actionable customer insights by leveraging UTOPY’s state-of-the-art speech analytics solution and VPI’s award-winning call recording technology. The integrated technologies allow customer-centric organizations to perform ongoing and in-depth analysis on emerging trends, identify new opportunities and address areas for improvement.

“Fundamentally, this relationship is about enhancing the business intelligence we provide to our customers. VPI is clearly leading the way for recording and performance management,” said Roy Twersky, CEO and president of UTOPY. Twersky continues, “UTOPY is taking the powerful recordings delivered by VPI and extracting meaningful data that is simply unavailable from any other source. Forward-thinking businesses who conduct significant business over the phone are rapidly realizing how vital it is to gain access to this mission-critical information.”

Donna Fluss, industry analyst at DMG Consulting, observes that leading companies are increasingly looking to solution providers to deliver product suites that address their workforce optimization and analytical needs. “Speech analytics empowers companies to understand customer insights, needs and wants and has quickly become one of the fastest growing applications in the contact center market,” explained Fluss.

“We are very excited to partner with a technology leader of the caliber of UTOPY,” said Chris Morrissey, vice president of sales and marketing at VPI. “Our customers are looking for a deeper understanding of their customer relationships – knowing what customers are saying and being able to predict customer behavior are key ways for Global 1000 companies to increase lifetime customer value. By partnering with UTOPY, we are expanding the value we bring to our customers.”

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

About VPI
VPI (Voice Print International, Inc.) is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 25 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent. For more information, visit http://www.VPI-corp.com

Editorial Contacts:
UTOPY
Shannon Hughes
+1 (415) 621-5700, ext. 37
Shannon.Hughes@utopy.com
www.Utopy.com

VPI
Lynn Grogan
+1 (805) 389-5200, ext. 5276
LGrogan@VPI-corp.com
www.VPI-corp.com

UTOPY Introduces Customer-Intelligent Routing Driven By Speech Analytics

Mon, 03 May 2010 04:01:56 PDT

Provides Customer Experience Screen Pops and Coaching for Agents

SAN DIEGO and SAN FRANCISCO, CA, April 24, 2007 — UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through Speech Analytics, today announced major enhancements to its flagship SpeechMiner product to coincide with participation in G-Force, the annual Genesys User Conference. The latest release pushes the envelope of what is possible with UTOPY Customer Intelligence—companies can now create accurate Customer Experience Profiles and incorporate Customer-Intelligent Routing and Screen pops using key customer insight only available through Speech Analytics.

Customer-Intelligent Routing and Screen Pops to Deliver Customer Intelligence at Key Moments

UTOPY Customer Intelligence solutions analyze what customers actually say and arm executives with customized, prioritized, and actionable metrics and information. The solution includes the market’s only capabilities to create predictive Customer Experience Profiles—snapshots and summaries of previous customer interactions—that can be married with customer and transactional information from throughout the enterprise.

Customer Experience Profiles can be leveraged for Customer-Intelligent Routing. Customers are routed to retention specialists or the most appropriate agent based on experiences and outcomes over a previous period or number of interactions. When the call reaches the agent, key customer information - including the Customer Experience Profile and targeted coaching - is delivered through tailored screen pops to the agent desktop. Customer-centric companies are using Profiles to determine customized treatment for at-risk or high-value customers in an effort to improve retention and reduce customer churn. The end result is better interactions with customers for enhanced loyalty and increased revenue.

In addition to Profiles based on metrics like customer experience evaluation and appropriate routing, the newest release also includes the ability to perform detailed at-risk analyses and run churn predictability models. Each new capability—Customer Experience Profiles, at-risk analyses, and churn predictability models—fits within the product’s existing workflow and can be easily integrated with other enterprise systems and data for more insight.

Proactively Managing the Customer Experience

“Our customers are under enormous pressure from their customers and competitors to continue to meet and exceed expectations,” said Roy Twersky, president and CEO of UTOPY. Twersky continues, “Instead of simply utilizing Speech Analytics to understand why customers call, forward-thinking companies are leveraging their insight about customers—through Customer-Intelligent Routing and screen pops—and improving the experience of customers in real-time.”

UTOPY will be showing its new customer profile and analytics capabilities in the Interaction Pavilion at G-Force. UTOPY will also be presenting along with industry expert and president of DMG Consulting, Donna Fluss, at a Breakout Session on Wednesday, April 25.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

--------------------
Company Contact:
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

Co-nexus, Inc. and UTOPY Announce Product Alliance

Mon, 03 May 2010 04:00:53 PDT

Enhancing Customer Access to Important Data About the Customer Experience

SAN FRANCISCO, CA, and HOUSTON, TX, March 21, 2007 — Co-nexus, Inc. and UTOPY today announced a product alliance to further integrate the companies’ flagship products and enhance customer access to important data about the Customer Experience.

The Co-nexus, Inc. CXM application is utilized by organizations to record agent-customer interactions. UTOPY Customer Intelligence solutions analyze recorded data allowing unparalleled insight into customers’ current behavior, as well as, the creation of accurate predictive models on what customers and prospects will do in the future. Through an alliance between these two organizations, customer data, captured by CXM, can be efficiently mined and analyzed using UTOPY Customer Intelligence solutions.

“Our relationship with UTOPY enables us to introduce our customers to the exciting data mining and analysis capabilities that UTOPY has to offer,” said Brian Daily of Co-nexus. “CXM customers can now query recorded interactions via pre-defined search criteria and effectively mine and analyze the data to better understand customer behavior and trends. At Co-nexus we encourage our customers to work with the best provider of audio mining and speech analytics offerings. We feel that UTOPY is such a provider and we are thrilled to be aligned with them.”

“The relationship between UTOPY and Co-nexus is all about enhancing the value of what we both provide to our customers,” said Ted Lubowsky, UTOPY executive vice-president of sales, marketing and client solutions. “Co-nexus customers have already invested in recording valuable interactions with their customers – it only makes sense to take those recordings to the next level by extracting key business intelligence from these conversations. UTOPY Customer Intelligence through Speech Analytics is the perfect complement to the Co-nexus recording solution.”

About Co-nexus
Co-nexus Inc., headquartered in Houston, Texas is a leading global provider of recording and quality monitoring solutions. The CXM software suite includes phone recording, recording of PC activity, agent performance evaluation software, agent coaching software and customer satisfaction surveys. Hundreds of industry-leading companies, across the United States utilize CXM for quality assurance and to improve customer service levels. For more information about CXM technology visit http://www.4cxm.com.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solution that gathers, analyze report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process, and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as, speech analytics.
For more information, visit http://www.utopy.com or call 866.44.UTOPY (866.448.8679.)

Company Contact:
UTOPY
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

Co-Nexus
Brian Daily
+1 (713) 934-3902
brian.daily@4cxm.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Record Year and Quarter

Mon, 03 May 2010 03:59:56 PDT

Market Leader Reports Rapidly Growing Demand for Customer Intelligence Solutions

SAN FRANCISCO, CA, February 14, 2007 — UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through speech analytics, today announced record results for the year 2006. UTOPY’s last quarter was particularly noteworthy and saw the addition of five new enterprise customers, two of which are Fortune 500 organizations. During 2006, the company’s award-winning solution was also enhanced to include a number of industry-leading capabilities, and the company’s global reach further expanded into Asia and Europe through new reseller relationships.

By the end of 2006, UTOPY solutions were analyzing customer calls on three continents. Recent customers include a Fortune 500 ecommerce company, a Fortune 500 consumer products company, a global telecommunications giant, and several major outsourcers who service some of the foremost financial services and insurance providers. Additional new customers include one of the three largest banks, one of the five leading mortgage companies in North America, a Fortune 500 office equipment company and one of the world’s leading insurance companies.

Leading Companies Turn to UTOPY for Unparalleled Insight
UTOPY Customer Intelligence solutions provide vast insight into customer and prospect behavior. 2006 brought further enhancements to the system, including Correlation Analysis, Predictive Modeling, Customizable Executive Dashboards, and access to revolutionary Customer Intelligence benchmarking data. UTOPY customers are profiting from the year’s product enhancements and increasingly rely on UTOPY to provide them with ongoing competitive advantage in highly dynamic industries. All of the recent improvements have been driven by customer and market requirements and result in significant enterprise improvements.

UTOPY Building on Momentum for 2007
“Our momentum and growth coming into 2007 demonstrates the explosive demand for our Customer Intelligence solutions,” said Roy Twersky, president and CEO of UTOPY. Twersky continues, “The results we are achieving for Fortune 500 and Global 1000 businesses around the world speak for themselves. We have helped these customers to significantly increase sales and improve customer retention, resulting in millions of dollars added to their bottom lines. Our customers purchase UTOPY solutions as a means of securing true competitive advantage for their companies.”

“Speech analytics is an innovative application that delivers tremendous benefits to enterprises,” said Donna Fluss, president of DMG Consulting. Continues Fluss, “Having built a great deal of momentum in 2006, the speech analytics market is expected to grow by 100% in 2007.”

Delivering Previously Unavailable Customer Intelligence
UTOPY’s Customer Intelligence and speech analytics solutions consist of the award-winning SpeechMiner software, patented technology and an expert consulting group skilled in proven methodologies for creating predictive models of customer behavior. The solutions analyze what customers actually say and arm executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, revenue generation, and the customer experience.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Delivers Customer Intelligence Benchmarking

Mon, 03 May 2010 03:58:24 PDT

Solutions Include Innovative Reports and KPIs For Enhanced Business Intelligence

SAN FRANCISCO, CA, December 12, 2006 — UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through speech analytics, today announced the availability of Customer Intelligence (CI) Benchmarking, a reporting service where customers can compare on an ongoing basis how their performance and trends stack up against real data compiled in and out of their own industries. Metrics tracked include critical data about the customer experience, customer dissatisfaction, loyalty and retention, up-sell and cross-sell success, process effectiveness, and other performance metrics that affect customer behavior.

With CI Benchmarking, customer-centric companies get an ongoing window into comparative horizontal- and vertical-specific data needed to objectively evaluate the quality of their customer relationships. Access to CI Benchmarking will be provided to all UTOPY customers.

“In the past, organizations have mainly focused on financial and operational metrics to evaluate their performance and have ignored the customer experience,” said Jim Davies, principal analyst at Gartner. “Organizations need to expand their Key Performance Indicators (KPIs) to embrace the customer experience in order to focus the business on achieving goals that are based on delivering customer value,” continued Davies.

UTOPY’s CI Benchmarking marks another step in the company’s mission to provide Fortune 1000 and Global 2000 customers with new customer-related metrics, business intelligence, and KPIs that will impact enterprise strategy and performance.

“Senior executives and managers told us about a void in measurement and benchmarking of the Customer Experience,” said Roy Twersky, CEO and president of UTOPY. “CI Benchmarking provides a wealth of valuable data that can help all companies learn what they can measure and how they compare to similar organizations. Based on actual data and objective analysis, this offering will help our customers find new ways to assess and continuously improve the performance of their organizations.”

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Availability of New Analytics Capabilities

Mon, 03 May 2010 03:57:09 PDT

Solution Now Includes Correlation Analysis and Predictive Modeling

San Francisco—November 28, 2006 — UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through speech analytics, today announced the availability of additional Correlation Analysis and Predictive Modeling capabilities for its award-winning SpeechMiner speech analytics and Customer Intelligence offerings.

More Powerful Insight into Customer Behavior
These new offerings enable customer-centric organizations to have an enhanced understanding of the correlation between what customers say and how they behave, as well as providing the ability to connect customer behavior with other variables in their business. Correlation Analysis and Predictive Modeling utilize SpeechMiner’s robust sequence analysis, classification, and regression algorithms and other patent-pending technologies.

When combined with analysis of customer interactions and metadata drawn from other existing data sources within the business, the new offerings deliver powerful insight to the enterprise. Companies now have unparalleled ability to understand and correctly predict customer behavior and develop accurate models of how specific agent activities, sales and marketing campaigns, and process improvement impact customer behavior and, ultimately, company performance.

“Customer Intelligence through speech analytics is really all about delivering results that enable senior executives to confidently make decisions,” said Roy Twersky president and CEO of UTOPY. Twersky continues, “Our customers are under pressure to deliver incredible top- and bottom-line performance quarter after quarter to their shareholders—our solutions allow them to inject more of the predictability they require for success. For the first time, companies are able to create realistic models of customer behavior that enable them to change outcomes, deliver desired business results, as well as transform their businesses with a holistic analysis of the customer experience.”

Delivering Previously Unavailable Intelligence
UTOPY’s Customer Intelligence and speech analytics solutions consist of the award-winning SpeechMiner software, patented technology and an expert consulting methodology skilled in creating predictive models. The solutions analyze what customers actually say and arm executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, revenue generation, and the customer experience.

Conducting Correlation Analysis and Predictive Modeling on unstructured customer calls drives Customer Intelligence even further. These revolutionary capabilities increase understanding of which customers are at risk, which sales processes and campaigns will have the greatest success, which product offers are likely to produce the desired results with the right customers, and even which competitors pose the biggest threat to the business. Correlation Analysis and Predictive Modeling are available on versions 4.2 and higher of SpeechMiner.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Continues International Expansion

Mon, 03 May 2010 03:55:35 PDT

Signs Reseller Agreement with Fonetic of Spain

San Francisco—October 25, 2006 — UTOPY, Inc., the leading provider of enterprise-class solutions for Customer Intelligence through speech analytics, today announced that it has signed a reseller agreement with Fonetic of Spain. The agreement marks the continuation of UTOPY’s international expansion efforts and its first reseller relationship in Western Europe. Fonetic will sell the entire UTOPY Customer Intelligence suite, including UTOPY’s award-winning SpeechMiner product.

“With the UTOPY relationship, Fonetic now has the best Speech Analytics solution and methodology on the market,” said Juan Manuel Soto, CEO of Fonetic. “After thoroughly investigating competitive solutions, it is clear that UTOPY’s approach yields the most accurate and actionable results,” continues Soto. “We’re proud to work with UTOPY and are eager to introduce our customers to the tremendous insight they can uncover with UTOPY Customer Intelligence.”

The UTOPY Customer Intelligence solution analyzes what customers actually say and arms executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, revenue generation, and the customer experience. Global 1000 companies rely on UTOPY for unparalleled insight about their customers.

“From our success with customers in the North American region and Asia, we know that the market for Customer Intelligence continues to grow exponentially,” says Roy Twersky, CEO and president of UTOPY. “Fonetic offers a great combination of implementation expertise and years speech technology experience—we are fortunate to work with them.”

About Fonetic
Headquartered in Madrid, Spain; Fonetic is devoted to helping leading companies acquire and implement technologies to improve the customer experience. Fonetic consultants have significant experience with both the business processes and technical requirements necessary to implement and support enterprise systems and have particular expertise with speech and business intelligence technologies. Customers include customer-centric organizations in the Financial Services, Insurance, and Telecommunications industries where increased competition demands innovative technologies and approaches. For more information about Fonetic, please visit their website at www.fonetic.es

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
+1 (415) 621-5700, ext. 37
shannon.hughes@utopy.com

Fonetic Contact:
Antonio Gallar
(+34) 914062020
antonio.gallar@fonetic.es

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Customer Intelligence Powers Sales at Leading Financial Services Company

Mon, 03 May 2010 03:54:32 PDT

Firm Depends on UTOPY to Maintain its Competitive Advantage

San Francisco—October 4, 2006 — UTOPY, the leading provider of enterprise-class solutions for Customer Intelligence, today announced the successful implementation of its SpeechMiner 4.0 Customer Intelligence solution at a major financial institution selling a range of financial services products.

Financial services companies are turning to UTOPY to gain more insight into the customer experience in a highly competitive marketplace. After a side-by-side competitive evaluation, UTOPY was selected by this industry leader because of the accuracy, reliability, and robustness of the solution, as well as the expertise of UTOPY’s Client Solutions group.

“UTOPY’s Customer Intelligence solutions are the most accurate source of actionable intelligence from direct customer feedback on the market today. Companies choose our solutions when they realize that accuracy and reliability in Speech Analytics are ‘must haves’ for correct decision making,” said Roy Twersky, president and CEO of UTOPY. “We are very proud to have been chosen by such a prestigious customer to help them analyze customer feedback,” continues Twersky.

Transforming Conversations into Meaningful Intelligence
By taking the conversations happening in the contact center and transforming them into meaningful information, UTOPY's Customer Intelligence solution provides key data across the customer lifecycle and analyzes how well sales representatives follow the company's approved and carefully architected sales process. The solution provides critical intelligence on how customers receive and view company offers and also offers detailed comparative analysis on the effectiveness of sales representatives in delivering message and benefit statements.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With Utopy solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
(415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Executive Roundtable Series

Mon, 03 May 2010 03:53:08 PDT

Events Provide Forum for Senior Leaders to Discuss Evolution of the Customer Experience

ACCE, SEATTLE, WA, September 11, 2006 - UTOPY, Inc. will tomorrow hold the inaugural event for its Executive Roundtable seminar program. The event will take place at the Annual Call Center Exposition (ACCE) show in Seattle and is the first in an ongoing series of events designed to provide a forum for senior executives and managers to explore the future of their relationships with their customers.

UTOPY will continue to hold Executive Roundtables at major cities across the country, with upcoming events scheduled for New York, Chicago and Atlanta. Events will be facilitated by a noted industry analyst and attendees are selected for thought leadership in their respective industries. Represented industries include financial services, insurance, retail and utilities; attendees hold senior-level responsibility for customer acquisition and customer retention.

“In our work with senior executives at Fortune 500 companies, we have seen companies achieve amazing gains in business performance by listening to their customers," said Roy Twersky, president and chief executive officer of UTOPY. "This is a really exciting time for forward-thinking companies to marry customer strategies with technology. We know these will be lively and thoughtful discussions to explore what companies can do to get closer to customers.”

“Speech Analytics is one of the most exciting applications to be introduced into enterprises during the past few years," said Donna Fluss, founder and principal at DMG Consulting and facilitator for the Seattle session. "It's highly valuable because it helps companies improve the customer experience, generate incremental revenue, increase customer retention, and reduce operating expenses. Innovative companies are using speech analytics to gain competitive advantage.”

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

Company Contact:
Shannon Hughes
(415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Receives Customer Interaction Solutions? Magazine's IP Contact Center Technology Pioneer Award

Mon, 03 May 2010 03:51:57 PDT

Transforming Customer Conversations into Meaningful Business Intelligence

San Francisco, California – August 1st, 2006 – UTOPY®, Inc., announced today that Technology Marketing Corporation's (TMC®) Customer Interaction Solutions® magazine (www.cismag.com) has named UTOPY as a recipient of a 2006 IP Contact Center Technology Pioneer Award. Customer Interaction Solutions has been the leading publication in CRM, call centers and teleservices since 1982.

UTOPY SpeechMiner, recently released in version 4.0 this month, transforms customer conversations into meaningful business intelligence that can be delivered directly to the desktops of senior executives and managers. Leading organizations across the financial services, insurance, healthcare, telecommunications, utilities, and outsourcing markets depend on UTOPY Customer Intelligence solutions as the only source for direct customer feedback across the enterprise.

“We are pleased to receive this coveted award, particularly for the second year in a row," said Roy Twersky, president and chief executive officer of UTOPY. "Based on our customers' enthusiastic response to UTOPY's Customer Intelligence solutions, we know that we are in the midst of a real revolution in understanding and improving the customer experience.”

The IP Contact Center Technology Pioneer Award recognizes companies that have created a successful IP contact center product or service that is truly innovative.

“Customer Interaction Solutions magazine recognized the extraordinary potential of Internet protocol to revolutionize the contact center when the technology was in its infancy. To help readers understand the power of IP contact center solutions, the editors of Customer Interaction Solutions launched the IP Contact Center Technology Pioneer Awards to honor the most innovative and user-friendly solutions available in the market. These solutions are excellent tools to help enterprises reap the array of benefits of IP-enabled products and services offer for improving efficiency, performance and the quality of customer care.” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

UTOPY has demonstrated to the editors of Customer Interaction Solutions that its product is both innovative and a leader in the burgeoning IP contact center industry. Also, UTOPY has proven its product is of high quality and is superior in its application.

The IP Contact Center Technology Pioneer Award highlights are published in the July 2006 issue of Customer Interaction Solutions magazine.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

About TMC®
Technology Marketing Corporation (TMC) publishes four print publications: Customer Interaction Solutions, INTERNET TELEPHONY, SIP Magazine and IMS Magazine. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 1,400 sites in the world by alexa.com*, TMCnet serves more than one million unique visitors each month. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, The VoIP Developer Conference, VoIP Demo, IMS Expo and Call Center 2.0 Conference. TMCnet.com publishes more than 15 topical online newsletters. For more information about TMC, visit www.tmcnet.com. (*alexa.com is an amazon.com company that ranks Web sites by their traffic levels. Neither alexa.com nor amazon.com is affiliated with TMCnet.)

Media Contact

TMC Contact:
Andrew Katz
203-852-6800, ext. 279
akatz@tmcnet.com

Company Contact:
Shannon Hughes
(415) 621-5700, ext. 37
shannon.hughes@utopy.com

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces Availability of SpeechMiner 4.0

Mon, 03 May 2010 03:49:41 PDT

Customer Intelligence Leader Offers Global 1000 Management Unparalleled Insight Into Customer and Prospect Behavior

San Francisco, California – July 18, 2006 – UTOPY®, Inc., the leading provider of enterprise-class solutions for Customer Intelligence, today announced general availability of the next version of its award-winning UTOPY SpeechMiner. The 4.0 release marks the latest innovation from Utopy and demonstrates the company’s commitment to enabling organizations to understand the “why” behind customer and prospect behavior.

“The latest version of SpeechMiner represents the continuing thought-leadership of UTOPY and goes beyond traditional speech analytics to deliver on the promise of customer intelligence as a driver for enhanced enterprise performance,” said Roy Twersky, chairman and CEO of UTOPY. “By providing meaningful and ongoing analysis of customer interactions to the actual desktops of Global 1000 executives and managers, companies are now able to incorporate the voice of the customer as they set strategy and make decisions across the enterprise.”

“True customer understanding requires that organizations gather information from as many sources as possible – including from the customer themselves,” states Jim Davies, Gartner principal analyst. “The ability to analyze call recordings and uncover insights from interaction data are important steps forward for the enterprise. The underlying technologies to do so are quickly increasing in maturity and adoption.”

Answering the Need for Customer Intelligence
Leading organizations have already deployed transactional enterprise systems such as CRM and ERP in an effort to increase efficiency. While these tools offer important information, they fail to capture the real and uncensored customer and prospect feedback required to make decisions in today’s highly competitive industries. The Utopy Customer Intelligence solution analyzes what customers actually say and arms executives and managers across sales, marketing, and operations with customized, prioritized, and actionable information to improve customer retention, revenue generation, and the customer experience. “When combined with traditional operational data, Customer Intelligence data allows companies to create a more holistic view of the customer and thus more accurate insights about customer and prospect behavior,” continues Davies.

About UTOPY SpeechMiner
Enhancements now available in SpeechMiner 4.0 include a fully customizable web-based Customer Intelligence dashboard that allows executives and senior managers ongoing visibility into customer feedback and perception as well as predictive modeling of customer and prospect behavior. Additional templates and customized reporting capabilities are also included. This version further streamlines the set up process, enabling organizations to realize the benefits of customer intelligence even more quickly.

Customer Intelligence Customers
Companies who have already deployed SpeechMiner 4.0 include customer-centric organizations who are Global 1000 leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries.

About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Wins 2005 "Product of the Year" Award in Speech Analytics from Customer Inter@ction Solutions Magazine

Mon, 03 May 2010 03:45:56 PDT

UTOPY SpeechMiner Solution Honored for Outstanding Innovation

San Francisco, California – January 23, 2006 – UTOPY®, Inc., a leading provider of enterprise-class speech analytics solutions, announced today that Technology Marketing Corporation (TMC)'s Customer Inter@ction Solutions magazine (www.cismag.com), named UTOPY as a recipient of a Product of the Year Award for 2005. Customer Inter@ction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982.

"Each year Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. UTOPY has demonstrated to the editors of Customer Inter@ction Solutions that its products have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them by enabling organizations to finally transform customer voice interactions into meaningful intelligence," said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Inter@ction Solutions.

Through its groundbreaking work in speech analytics, UTOPY is taking CRM and business intelligence to new levels. Such systems typically work with only transactional, structured data - or automatically-captured digital information. But the more interesting and valuable insights are left untapped in the voice interactions of the customer. Even with call recording technology, businesses still must rely on busy, entry-level or outsourced agents to sporadically enter details of customer calls. Such anecdotal information is generally ineffective and often not read or analyzed by anyone in the enterprise other than the agent.

UTOPY SpeechMiner, released in version 3.5 this year, introduces Deliberate ListeningT technology that captures true business intelligence from every customer conversation with unprecedented precision. With a new understanding of why a customer is calling, companies can now capture, catalog and evaluate such information for competitive intelligence, marketing campaign effectiveness, complaints, operational inefficiencies and more.

"We are honored to receive this prestigious award, which validates speech analytics as a market in its own right," said Doron Aspitz, president and chief executive officer of UTOPY. "Much more than current CRM or business intelligence offerings, speech analytics can enable businesses to increase revenue with refined and timely offers, improve customer loyalty with better service, as well as lower the cost of sales and service by pinpointing operational deficiencies. Companies have long recognized the need to 'listen to the customers' - now they can actually add customer intelligence when planning their strategy."

The Product of the Year Award winners for 2005 will be highlighted in the January and February 2006 issues of Customer Inter@ction Solutions magazine.

About UTOPY
As a leader in speech analytics technology, UTOPY offers solutions that enable companies to gain business intelligence from every customer interaction. Leading companies are using UTOPY SpeechMiner®, the award-winning and patented product suite, to identify, evaluate and catalog consumer sales and service conversations, thereby transforming the voice of the customer into structured information for the benefit of the enterprise. Headquartered in San Francisco, CA, UTOPY's team has extensive experience in speech analytics, service operations, mission-critical intelligence systems as well as the processes associated with improving business performance. For additional information about UTOPY, please visit www.utopy.com, email getinfo@utopy.com, or call 866.44.UTOPY (866.448.8679).

About TMC®
Celebrating more than 30 years as a leading publisher, Technology Marketing Corporation (TMC®) publishes Customer Inter@ction Solutions® and INTERNET TELEPHONY® magazines, Web portal TMCnet.com, and the online publications SIPT, Speech-WorldT, VoIP DeveloperT, WiFI TelephonyT, WiMAXT, Alternative PowerT and BiometriTechT. TMC® is also the first publisher to test new products in its own on-site laboratories, TMC® Labs. TMC® produces INTERNET TELEPHONY® Conference & EXPO, VoIP Developer Conferenceä and Global Call Center Outsourcing Summitä. TMC offers live and online certification programs through TMC University. TMCnet.com publishes more than 14 online newsletters. Visit www.tmcnet.com for details.

MEDIA CONTACT:
Renee Maler
UTOPY, Inc. - Public Relations
renee@utopy.com
925.968.9495

Andrew Katz
TMC
akatz@tmcnet.com
203.852.6800, ext. 279

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Publishes New Paper on Increasing the Customer Life Cycle

Fri, 30 Apr 2010 03:55:24 PDT

Using Speech Analytics to Increase the Customer Life Cycle

San Francisco, California – August 9, 2005 – UTOPY®, Inc., a leading provider of speech analytics solutions for contact centers, today announced an addition to its ongoing series of papers describing how speech analytics solutions support improvements in quality programs, operational efficiency and customer relationships.

This short paper describes the type of information a highly accurate speech analytics solution obtains in order to support a company's understanding of the day-to-day concerns of specific customers. This core data can be used to populate customer profiles in support of up-sell and rescue programs and feedback to product management and marketing, in order to increase the length of the organization's average customer life cycle.

UTOPY's speech analytics solution, SpeechMiner®, automatically identifies the customer-specific topics discussed in calls with contact center agents. This provides a company with the most accurate understanding of the relationship between a company and its customers available. Nothing can replace the quality and depth of this type of customer-specific business analytics information, especially when creating product packages, identifying pricing issues and designing customer rescue strategies.

Greg Borton, VP of UTOPY Client Solutions, stated, "Companies are taking notice of speech analytics more than ever because they see the opportunity to extend their customer life cycles and prevent churn. These programs directly benefit overall customer satisfaction and, consequently, increase annual revenues."

About UTOPY
As a leader in Speech Analytics technology, UTOPY offers analytics solutions to improve business performance and enhance homeland security. UTOPY's award-winning and patent-pending product suite, SpeechMiner, identifies, evaluates and catalogs informative events within person-to-person telephone conversations, thereby transforming audio data into a structured knowledge-base, reports, and alerts for decision makers. Headquartered in San Francisco, CA, UTOPY's team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving performance. UTOPY's customers include Fortune 200 companies as well as other innovators in contact center operations. For additional information about UTOPY and its award-winning SpeechMiner suite of products, visit www.utopy.com, email getinfo@utopy.com or call 866.44.UTOPY (866.448.8679).

Editorial Contact:
Shawna Beeman
UTOPY, Inc.
shawna@utopy.com
415-621-5700 ext 32

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY's SpeechMiner Awarded "Best of Show" at Call Center Demo & Conference Orlando 2005

Fri, 30 Apr 2010 03:53:40 PDT

UTOPY is Recognized as the Leading Solution Provider of Speech Analytics

San Francisco, California – June 23, 2005 – UTOPY, Inc., the leading provider of speech analytics solutions for contact center, sales and government intelligence markets, today announced that the company’s SpeechMiner 3.5 product suite earned the “Best of Show” award at the 2005 Call Center Demo and Conference in Orlando.

Call Center Demo and Conference honored UTOPY for its Speech Analytics software solution, SpeechMiner, that enables call centers to automatically identify, evaluate and categorize call content from recorded conversations between agents and their customers. The value of using SpeechMiner is evident to Call Center Managers when they are given the tools to understand why their customers are calling and how the calls are being handled, in addition to accelerating business processes, reducing operational costs, increasing sales revenues, reducing customer churn and improving customer satisfaction – some of the many benefits enjoyed by UTOPY customers.

The “Best of Show” winning products are selected based on the most suitable solution that demonstrate exceptional capabilities, quality and significant ROI potential,” explained Keith Dawson, Editorial Director of CMP Media’s Call Center Group. “We chose UTOPY’s new version of SpeechMiner because it exhibits technology excellence and attends to the needs of the Call Center market."

“Receiving this award is validation that SpeechMiner 3.5 stands-out as a powerful and useful Speech Analytics solution,” said UTOPY’s CEO, Roy Twersky. “We are honored that SpeechMiner is acknowledged as a must-have solution for contact centers.”

Call Center Magazine's "Best of Show" article is available by clicking here.

About UTOPY
As a leader in Speech Analytics technology, UTOPY offers analytics solutions to improve business performance and enhance homeland security. UTOPY's award-winning and patent-pending product suite, SpeechMiner, identifies, evaluates and catalogs informative events within person-to-person telephone conversations, thereby transforming audio data into a structured knowledge-base, reports, and alerts for decision makers. Headquartered in San Francisco, CA, UTOPY's team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving performance. UTOPY's customers include Fortune 200 companies as well as other innovators in contact center operations. For additional information about Utopy and its award-winning SpeechMiner suite of products, visit www.utopy.com, email getinfo@utopy.com or call 866.44.UTOPY (866.448.8679).

Editorial Contact:
Shawna Beeman
UTOPY, Inc.
shawna@utopy.com
415-621-5700 ext 32

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Releases New Version of Speech Analytics Solution at the Call Center Demo & Conference Orlando 2005

Fri, 30 Apr 2010 03:38:07 PDT

SpeechMiner 3.5 Raises the Bar for Transforming Call Content into Effective Business Intelligence

San Francisco, California – May 11, 2005 – UTOPY, Inc., the leading provider of speech analytics solutions for contact center, sales and government intelligence markets, today announced the release of SpeechMiner 3.5, the latest version of its award-winning, patent pending speech analytics solution, at Call Center Demo & Conference 2005. SpeechMiner identifies, evaluates and catalogs events within recorded person-to-person conversations, providing reports that categorize the content of customer conversations for contact center managers, quality monitoring groups, sales, marketing and business unit managers.

According to Yochai Konig, Ph.D., UTOPY's Chief Technology Officer, "SpeechMiner's new enhancements focus on four major themes.

First, we increased our solution’s ability to accurately capture the meaning of conversations and correctly categorize calls. Without question, we have widened the gap between UTOPY and all other players in terms of our speech analytics quality.
Second, we upgraded SpeechMiner’s ‘Enterprise Ready’ features, such that it easily supports complex, multi-divisional solutions across wide-area enterprises.
We also enhanced SMART, our solution’s topic and management software, in terms of ease-of-use and features. Now non-engineers can successfully implement powerful speech analytics solutions.
And lastly, we have made our pre-packaged reports available in Microsoft Reporting Services. This means that our customers have full access to our SQL database to create custom reports and link to their business intelligence solutions.”

“Our customers are very pleased with SpeechMiner 3.5. Due to the high accuracy of UTOPY’s solution, they are able to address a wide range of business benefits that were previously unavailable from speech analytics,” added Roy Twersky, CEO of UTOPY . “Call Center Demo & Conference 2005 is the perfect venue for making this announcement because it highlights the latest innovations in the Call Center industry.”

UTOPY is introducing SpeechMiner 3.5 at the Call Center Demo and Conference in Orlando, Florida, May 11-12, 2005 and live demonstrations will be given in booth C3.

About UTOPY
As the leader in Speech Analytics technology, UTOPY offers solutions to improve contact center performance, support market and sales efforts, and enhance homeland security. UTOPY's award-winning and patent-pending product suite, SpeechMiner®, identifies, evaluates and catalogs events within person-to-person telephone conversations, thereby transforming audio data into structured a knowledge base, reports, and alerts for decision makers. SpeechMiner utilizes Deliberate Listening™, the latest advances of speech analytics technology and web-based software, to help contact centers reduce call-handling time, increase sales performance, enhance customer satisfaction, automate the quality management processes, and provide a wide range of business intelligence from recorded conversations. Headquartered in San Francisco, CA, UTOPY's team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving operating performance. UTOPY's customers include Fortune 500 companies as well as other innovators in contact center operations. For additional information about UTOPY and its award-winning SpeechMiner suite of products, visit www.utopy.com, email getinfo@utopy.com or call 866.44.UTOPY (866.448.8679).

Editorial Contact:
Shawna Beeman
UTOPY, Inc.
shawna@utopy.com
415-621-5700 ext 32

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

UTOPY Announces New White Paper - Speech Analytics Empowers Root Cause Analysis

Fri, 30 Apr 2010 03:07:13 PDT

UTOPY Highlights the Benefits of Speech Analytics for Business Process Re-engineering and Sales Programs

San Francisco, California – April 20, 2005 – UTOPY, Inc., a leading provider of speech analytics solutions for contact centers and government intelligence markets, today announced the availability of a white paper describing how speech analytics empowers root cause analyses by processing the speech content of recorded conversations between customers and contact center agents.

Greg Borton, VP of UTOPY Client Services, stated, “Pursuing root cause analysis in customer contact centers is difficult since the primary evidence providing insights into business processes--the conversations between customers and agents--is available mainly as anecdotal examples. There is little information providing an organized view of why customers call, what issues they discuss, and what trends occur in the customer and prospect relationship.”

“Speech analytics solutions overcome this knowledge barrier by providing direct insight into the content of the customer relationship and by providing trending information that directly supports the business re-engineering process. It is the most efficient, cost-effective and intelligent method of automatically analyzing the data collected from those conversations, and the essential component in developing accurate Root Cause Analyses.”

The white paper entitled, "Speech Analytics Empowers Root Cause Analysis," describes how speech analytics solutions support Root Cause Analysis by highlighting what to measure, spotting trends, identifying what is happening down to the call level, and tracking whether changes in business processes meet design goals.

This paper is UTOPY’s latest step in its continuing effort to educate contact center professionals and company-wide executives on the many benefits of Speech Analytics.

About UTOPY
As the leader in Speech Analytics technology, UTOPY offers solutions to improve contact center performance, support market and sales efforts, and enhance homeland security. UTOPY's award-winning and patent-pending product suite, SpeechMiner®, identifies, evaluates and catalogs events within person-to-person telephone conversations, thereby transforming audio data into structured a knowledge base, reports, and alerts for decision makers. SpeechMiner utilizes Deliberate Listening™, the latest advances of speech analytics technology and web-based software, to help contact centers reduce call-handling time, increase sales performance, enhance customer satisfaction, automate the quality management processes, and provide a wide range of business intelligence from recorded conversations. Headquartered in San Francisco, CA, UTOPY's team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving operating performance. UTOPY's customers include Fortune 500 companies as well as other innovators in contact center operations. For additional information about UTOPY and its award-winning SpeechMiner suite of products, visit www.utopy.com, email getinfo@utopy.com or call 866.44.UTOPY (866.448.8679).

Editorial Contact:
Shawna Beeman
UTOPY, Inc.
shawna@utopy.com
415-621-5700 ext 32

# # #

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

Speech Technology

Fri, 30 Apr 2010 01:51:00 PDT

UTOPY Unveils New Solutions to Maximize Customer Satisfaction and Retention

Contact Center World

Fri, 30 Apr 2010 01:48:46 PDT

Contact Center Challenges of 2009

Contact Center World

Fri, 30 Apr 2010 01:44:38 PDT

Is Customer Service Better or Worse?

Contact Center World

Fri, 30 Apr 2010 01:43:02 PDT

Technological Impacts of 2010

Contact Center World

Fri, 30 Apr 2010 01:41:00 PDT

Putting Things in Priority for 2010

Customer Management IQ

Fri, 30 Apr 2010 01:22:48 PDT

Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer

Customer Management IQ

Fri, 30 Apr 2010 01:21:26 PDT

Your Call May Be Recorded for Quality Purposes AKA the SAT Test

Opus Research

Fri, 30 Apr 2010 01:19:34 PDT

Patents in the field of Speech Analytics

Golden Capital Network

Fri, 30 Apr 2010 01:01:55 PDT

Introducing GLOBIES

TMCnet

Fri, 30 Apr 2010 11:03:24 PDT

Call Center Solutions

CustomerThink

Fri, 30 Apr 2010 11:01:35 PDT

Use Speech Analytics to Reduce Calls That Frustrate Customers and Hurt Productivity

The Banker

Fri, 30 Apr 2010 10:59:58 PDT

Caja Madrid Speech Analytics Solution

AllBusiness

Fri, 30 Apr 2010 10:57:48 PDT

UTOPY Delivers Customer Intelligence Benchmarking

Washington Post

Fri, 30 Apr 2010 10:56:00 PDT

What Customers Say and How They Say It: Call Centers Using Emotion Detection

UTOPY Receives Customer Interaction Solutions? Magazine's IP Contact Center Technology Pioneer Award

Tue, 27 Apr 2010 03:17:45 PDT

SpeechMiner Wins Another Product Award

San Francisco, California, February 18, 2005 - UTOPY® Inc., a leading provider of Speech Analytics solutions for the contact center and government intelligence markets, announced today that Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions® magazine (www.cismag.com) has named UTOPY a recipient of a 2005 IP Contact Center Technology Pioneer Award. Customer Interaction Solutions has been the leading publication in CRM, call centers and teleservices since 1982™.

UTOPY SpeechMiner® is an award-winning and patent-pending Speech Analytics solution that automatically analyzes recorded customer-agent conversations and identifies, evaluates and catalogs business events that occur during the call. It automatically transforms unstructured audio data into structured business information, reports, and alerts to help contact center managers reduce call-handling time, increase sales performance, enhance customer satisfaction, and automate the quality management processes.

“We are delighted and honored to receive TMC’s 2005 IP Contact Center Technology Pioneer Award for our SpeechMiner Speech Analytics solution,” said Roy Twersky, CEO of UTOPY. “Having SpeechMiner recognized by TMC, an influential publisher, validates our market leadership and reflects our commitment to delivering best-in-class solutions for our customers.”

New this year, the IP Contact Center Technology Pioneer Award recognizes companies that have created a successful IP contact center product or service that is truly innovative.

“TMC realizes that technology is the key to the success of any call center, and we have been covering call center technology since 1982. This is why TMC is offering this awards program, so we can judge the ‘best of the best’ in IP contact center technology,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

UTOPY has demonstrated to the editors of Customer Interaction Solutions that its product is both innovative and a leader in the burgeoning IP contact center industry. Also, UTOPY has proven its product is of high quality and is superior in its application.

The IP Contact Center Technology Pioneer Award highlights will be published in the March 2005 issue of Customer Interaction Solutions magazine.

About UTOPY
A leader in Speech Analytics, UTOPY offers a high performance, analytics solutions to improve contact center profitability and enhance homeland security. UTOPY’s SpeechMiner, an award-winning and patent-pending product suite, identifies, evaluates and catalogs informative events inside person-to-person telephone conversations. SpeechMiner utilizes Deliberate Listening™ technology to deliver highly accurate voice data mining. UTOPY’s team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving operating performance. UTOPY’s customers include Fortune 200 companies as well as other innovators in contact center operations. For additional information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).

About TMC®
Technology Marketing Corporation (TMC) publishes two print magazines: Customer Interaction Solutions, and Internet Telephony; five digital publications, SIP Magazine, Speech-World, WiFI Telephony Magazine, VoIP Developer, WiMAX Magazine; and the online publications TMCnet.com, Planet PDA Magazine, WiFi Revolution, Alternative Power and BiometriTech. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMC produces INTERNET TELEPHONY Conference & EXPO, The VoIP Developer Conference, Speech-World Conference, IP Contact Center Summit and The Global Call Center Outsourcing Summit. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at www.tmcnet.com.

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UTOPY and SpeechMiner are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.

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Speech Analytics - The Next Level of Performance Management

Fri, 23 Apr 2010 01:30:56 PDT

Speech Analytics, an Emerging Offshoot of Performance Management

By Dick Bucci

CommWeb, January 28, 2005 - Call centers are deluged with statistics. ACD's, IVR's, quality monitoring and workforce management systems — among others — churn out plenty of numbers. Arguably, no group of employees are as systematically measured and evaluated as call center agents. Managers do not lack for data — but they often lack for information.

To deal with this information overload, several vendors now offer performance management applications. These products allow managers to establish objectives then measure performance against objectives. By integrating with multiple customer databases, managers can drill down to find the "root cause" of deviations.

Numbers Alone Don't Cut It

But human interactions are complex. Numerical KPI's cannot capture the richness of live discourse between agent and caller. Hidden within these dialogues are important clues to improving the performance of the entire organization, not just the call center.

Callers are telling us why they like or dislike our products or services. They offer useful suggestions for product or service improvements. They tell us how successful — or unsuccessful — branding and service initiatives have been. They alert us to potential defects that could lead to costly litigation if not acted on promptly. Callers may even tell us about competitor actions that could lead to a loss of market share.

To the extent that senior management — and call centers themselves — perceive their role as primarily to reduce the cost of handling customer queries, then the call center function will inevitably go to the lowest bidder or least expensive technology. This need not happen, if call centers embrace the belief that they are the primary customer touch point to the customers that drive the business and are in a unique position to impact sales and profits.

To really understand what is going on in these interactions, you need to listen to the actual conversation. Recording systems contain the raw data, but who has time to listen to thousands — if not millions — of minutes of recorded interactions? So how do you unlock the treasure-trove of information that resides in the call center?

The answer may well lie in the evolving science of Speech Analytics. In theory, you simply interrogate recorded interactions and the system spews out the answers you are looking for — a form of Ask Hal.

You type in, "Why is my average handle time up 5 percent this month?" or "Why is new revenue per agent up 10 percent over last quarter?" The device then generates reports replete with colorful charts and graphs that give you all the reasons, rank ordered in frequency. While this sounds like the Nirvana of performance management, the rapidly maturing technology of speech technology has gotten us very close.

Speech Analytics

Speech Analytics is an emerging offshoot of performance management that takes business intelligence to the next level. Rooted in the sciences of Bayesian statistics, Statistical Machine Learning, Discriminative Speech Recognition, Neural Networks and Natural Language, Speech Analytics is a form of artificial intelligence that treats compressed voice files as searchable database for gathering any aspect of the customer-agent interaction, including statistics on operational effectiveness and customer satisfaction.

Pioneers in Speech Analytics are UTOPY and CallMiner. Both companies provide easy-to-use tools that mine recorded calls for particular words or combinations of words and can categorize by call types.

San Francisco-based UTOPY's SpeechMiner can also identify complex business events using triggers mechanisms. Witness Systems is among the growing number of recording vendors that integrate Speech Analytics with their core platform.

Continental Airlines installed Witness's eQuality CallMiner. The nation's sixth largest airline uses the technology to refine its categorization of call types and then uses the information to route more calls through self-service. The results are lower call handling costs and more efficient deployment of agent resources.

Solving the Problems

Some Speech Analytics products are still fairly inflexible and costly to administer. Speech categories were pre-defined by the vendor and only the vendor could create or change them. UTOPY's SpeechMiner overcomes the flexibility limitation with SpeechMiner SMART, a category creation and management wizard. This feature allows users who are not speech experts to define custom categories based on their own business needs.

Data mining accuracy is another big concern of many contact center managers. The full transcription method yields accuracy rates of 40% — 50%, which is too low for most meaningful analyses. UTOPY's Deliberate Listening technology can accurately find user defined categories without need for a large number of servers.

Each user defined "business event" in every call is automatically tagged, thus simplifying analysis and report generation. For example, if product defects are frequently reported by callers, managers can get daily statistics and drill down to the exact call fragments that mentioned the nature of the defects. The company claims that with proper user training, its SMART category wizard achieves accuracy rates of 80% — 99%.

From Cost Center to Strategic Resource

Speech Analytics adds the richness and texture to performance management that cannot be achieved by statistics alone. When integrated with compatible third-party databases and recording platforms, Speech Analytics provides the high-level intelligence needed to drive core business strategies.

However, having the technology and leveraging it are two different things. Call center managers need to think ROI as well as KPI. They need to aggressively champion the value of their value to senior management. Speech Analytics may be the tool that really catches management's attention.

The human voice has far more impact than numbers. Share files of conversations that clearly reveal the success of a marketing initiative or the root cause of customer complaints and you will be sure to catch management's attention — and then the resources to build an even stronger organization.

Dick Bucci is an Associate Consultant at the The PELORUS Group.