UTOPY Customer Interaction Analytics

 

UTOPY delivers innovative Contact Center Performance Optimization and Voice of the Customer solutions powered by an award-winning Customer Interaction Analytics platform.  By unifying Speech Analytics with Text Analytics, UTOPY transforms all conversations that occur in your contact center---whether by phone, email, chat or social media---into actionable insights which elevate enterprise performance and the customer experience.

 

UTOPY SpeechMiner®, UTOPY’s Customer Interaction Analytics platform, connects to any call recording, email or web chat system as well as over 80 million sources of Social Media, recognizing key business topics and events across all of these conversations with unmatched accuracy and completeness. SpeechMiner can also extract unstructured data and link it directly with the respective interactions, then correlate its unique interaction metrics with these external metrics in its unified Data Mart.

 

UTOPY Solutions Bring Proven Results to Our Customers:

 

  • A fast growing financial services company improved its sales conversion rate by 41%, producing a similar increase in revenue
  • A Fortune 100 wireless company increased its customer satisfaction scores by 23% and issue resolution rate by 18%
  • A leading outsourcer doubled its sales verifications per hour and saved $1 million in nine months
  • A Fortune 200 business process outsourcer realized $5 million in annual savings by reducing average handle time
  • A Fortune 100 retailer increased its customer loyalty score by 25 points
  • A leading collections agency exceeded revenue expectations by over 20% just three months after deployment, which translates to an additional $3,234 in revenue collected by each agent each month