Contact Center Solutions Featured Article

UTOPY, Inc., specialist in Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, has reportedly received 2009 IP Contact Center Technology Pioneer Award from Technology Marketing Corporation.

 

The company received this special award for its flagship Speech Analytics product, UTOPY SpeechMiner, for creating a groundbreaking IP contact center solution that delivers real business value to forward-looking enterprises.

 

SpeechMiner leverages recorded customer interactions from any recording system and analyzes each call for critical business topics and events with accuracy. The system precisely “listens” for all topics discussed by customers and contact center agents and then identifies and categorizes exactly what took place within each interaction.

 

The solution also supports different variations of English from the U.S., U.K., Singapore, India, Philippines and Australia, and different variations of Spanish from the U.S., Spain and Latin America and analyzes conversations in 54 different languages. Also, this innovative solution enables intelligent load-balancing in distributed multi-site deployments that are common in IP Contact Center environments.

 

Roy Twersky, President and CEO at UTOPY said it’s an honor to be recognized by such a highly regarded educational and news resource in the communications and technology fields. He also said that this award underscores their 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.

 

Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions added, “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.”

 

He further said, “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.”

 

Since 1982, CIS magazine has been a guiding force to call center, CRM and teleservices industries. It 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.