Contact Center Solutions Featured Article

UTOPY's Contact Center WFO Suite Powered by Customer Interaction Analytics

November 06, 2012

UTOPY (News - Alert) has released an industry first, with a new Contact Center Workforce Optimization (WFO) suit that’s powered entirely by Customer Interaction Analytics. With this new suite, contact centers can achieve a new level of interaction intelligence, assessing and training agents according to their unique strengths and weaknesses.

With the new Workforce Optimization Suite, customer interaction analytics monitor and analyze all customer interactions, rather than just a sample. This includes speech analysis, agent screens, e-mail, chats, feedback, social media – well, let’s just say that “all customer interactions” is not hyperbole. With this information, the UTOPY SpeechMiner Customer Interaction Analytics Platform processes everything and helps enrich the agent assessment, coaching, and scheduling process.

There are multiple applications used to make the WFO suite. Speech Capture, Screen Catcher, Intelligent Coaching, Intelligent QM, Workforce Management, Customer Surveys, and even more are all included, observing and compiling data from every source imaginable.

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

This is a great idea that doesn’t do things in half-measures. No, really, it measures everything completely, from the actual conversations with agents and customers to what people are saying online. It’s a great way to get a full analysis of one’s contact center, and find a way to optimize each agent’s performance, providing the best experience for agents and customers alike.




Edited by Brooke Neuman

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