UTOPY Revolutionizes Contact Center Performance Optimization with the Release of SpeechMiner® 6.0 and OutPerformTM 6.0

UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced the availability of UTOPY SpeechMiner® 6.0 and UTOPY OutPerformTM 6.0—the latest versions of its award-winning flagship Speech Analytics product and ground-breaking Contact Center Performance Optimization solution, respectively. UTOPY, founded in 1999, pioneered the Speech Analytics market and continues to innovate with the industry’s first speech analytics-driven coaching and performance management. This new release is a major milestone for the contact center industry. It was designed from the ground up — leveraging actionable insights from the call content and the interaction itself to drive contact center performance management, quality monitoring, coaching and workforce management processes centered around the contact center key performance indicators (KPIs). These analytics-driven workflows trigger alerts and recommendations for process and people improvement; and the subsequent actions taken are further tracked and the results measured for closed-loop continuous refinement.

“UTOPY is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution of ‘insight-recommendation-impact’ that has already seen significant KPI improvements in live deployments,” said Keith Dawson, Principal Analyst at Frost & Sullivan. “Unlike traditional quality monitoring and performance management applications, UTOPY leverages the voice of the customer (via speech analytics) to drive processes and resources within the contact center to achieve the ultimate goals of quality and cost.” Review the complete solution details via the UTOPY company web site