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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!