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UTOPY Unveils Customer Interaction Analytics Powered by Contact Center Workforce Optimization Suite

November 07, 2012

By Jayashree Adkoli, Call Recording World Contributor

In an effort to bring customer interaction intelligence into the workforce optimization (WFO) process to significantly enhance agent performance, scheduling as well as customer service, UTOPY – a provider of voice of the customer and performance optimization solutions powered by customer interaction analytics – has unveiled a complete contact center WFO suite powered by customer interaction analytics.

Comprising analytics-powered WFO applications, UTOPY’s new WFO suite automatically monitors as well as analyzes all customer interactions, in order to provide comprehensive analysis. It also includes the capture and analysis of speech, agent screens, e-mails, chats, and customer feedback from more than one million sources of social media.

“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,” said Roy Twersky, CEO for UTOPY, in a statement. “UTOPY brings a tremendous amount of customer interaction intelligence into the WFO process to significantly enhance agent performance, scheduling and customer service.”

As quoted by UTOPY, the new WFO suite equips contact centers with an unprecedented level of interaction intelligence, enabling precise agent performance assessment and targeted training and coaching. This process in turn leads to more personalized and attentive customer service.

Some of the applications integrated into the new WFO suite include UTOPY Speech Capture, UTOPY Screen Capture, UTOPY SpeechMiner, UTOPY Screen Analytics, UTOPY Intelligent Coaching, UTOPY Intelligent QM, UTOPY Workforce Management, and UTOPY Customer Surveys.

The UTOPY Speech Capture is call recording software that captures spoken conversations. The UTOPY Screen Capture is an application that captures an agent’s screen during an interaction. It can also capture e-mails and chat sessions.

Powered by interaction analytics data, the UTOPY SpeechMiner application utilizes customer interactions via multiple channels including calls, e-mails and chat sessions, as well as direct customer feedback via social media sources, and also analyzes each interaction or source of feedback for critical business topics and events.

The UTOPY Screen Analytics application extracts any data entered into third-party applications, from the on-screen applications the agent uses, while the UTOPY Intelligent Coaching application facilitates training and coaching, thereby enabling the scheduling, delivery and tracking of training and coaching sessions to drive agent performance.

Making the traditional quality monitoring (QM) process more efficient, the UTOPY Intelligent QM application also makes every aspect of the traditional QM process more effective by delivering targeted interactions for monitoring.

The UTOPY Workforce Management application empowers the contact center with live visibility into agent scheduling, forecasting, reporting and more, while the UTOPY Customer Surveys provides direct feedback from customers regarding the service the contact center provides.




Edited by Brooke Neuman

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