Utopy has stated that its flagship SpeechMiner solutions are a preferred choice for many companies to bridge the gap between company strategy and organizational execution.

 

Utopy claims that these recognitions and customer successes continue to validate the important role Utopy enjoys within the emerging Speech Analytics marketplace. Organizations who chose SpeechMiner reported that they made gains in operational efficiencies while focusing on the needs and demands of their leading asset, their customers.

 

Utopy provides Customer Intelligence and Performance Optimization solutions powered by speech analytics, delivering the voice of the customer to enterprise decision-makers.

 

Utopy claims that their solutions enable free-flowing human conversations to be transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats.

 

“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.”

 

Utopy has stated that their SpeechMiner can be used to identify customer drivers for service demands, eliminate process bottlenecks and inefficiencies, and improve sales conversion rates in the financial sector.

 

Communication services can use Utopy to improve agent performance and tune contact center operations in order to deliver a valuable customer experience while meeting service level agreements.

 

In addition, the healthcare industry can use SpeechMiner to identify and report adverse events and to ensure agent and contact center compliance in a critical area of their operations, Liability and Risk Management.

 

Sources say that significant growth in the emerging speech analytics market is to be expected, as the technology matures and deployments scale from pilot implementations to full-blown installations. The quantifiable benefits of speech analytics and the technology’s relatively short payback period are further driving the market’s growth.