UTOPY Unveils Two New Ground-Breaking Solutions that Maximize Customer Satisfaction and Retention Rates

Built Atop UTOPY’s Award-Winning Speech Analytics Platform, UTOPY Customer Satisfaction and UTOPY Customer Retention Deliver Unprecedented Insights into the Customer Experience

SAN FRANCISCO--(BUSINESS WIRE)--UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced two new ground-breaking solutions that leverages the insights from speech analytics to increase customer satisfaction and retention rates. Built atop UTOPY SpeechMiner®, UTOPY Customer Satisfaction predicts customer satisfaction levels, uncovers the root cause of customer dissatisfaction and prescribes resolutions; while UTOPY Customer Retention identifies speech metrics that correlates with customer churn behavior and predicts potential at-risk customers for proactive retention efforts.

“a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.”

“Customer satisfaction is critical to customer loyalty, and speech analytics provides objective insight into the actual customer experience, as well as, the root causes of that experience,” said Roy Twersky, President and CEO at UTOPY. “We developed UTOPY Customer Satisfaction and UTOPY Customer Retention with the strong understanding of just how significant customer satisfaction and retention have become in today’s world where globalization and the Internet explosion have tilted the balance of power to the consumer.”

UTOPY Customer Satisfaction Unearths Root Causes of Customer Dissatisfaction

UTOPY Customer Satisfaction detects all customer dissatisfaction, discovers the root causes and facilitates resolutions, thereby quickly delivering substantial improvements in customer satisfaction levels. UTOPY’s emotion detection technology first identifies and measures any changes in tone of voice, anger, frustration, elation, or other displays of emotion. Combining this with phrases uttered within the context of the customer-agent conversation, UTOPY Customer Satisfaction then determines deficiencies in products, processes or agent performance that are causing customer dissatisfaction. Dashboards, reports and alerts highlight these main drivers of customer dissatisfaction and UTOPY Targeted Coaching is then called upon to schedule, facilitate and monitor agent coaching sessions.

UTOPY Customer Retention Identifies Speech Metrics that Predict At-Risk Propensity

According to Bain & Company, “a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.” By identifying customers at risk of churn before it actually happens, the chances of retaining them will improve significantly. UTOPY Customer Retention first correlates events from customer interactions with the subsequent customer behavior tracked by other systems, such as Customer Relationship Management (CRM). It then identifies speech metrics that would be leveraged to predict potential customer churn behavior, and delivers these predictions via alerts, dashboards, and reports, enabling proactive preventative action. These predictions can also be fed into CRM or Business Intelligence (BI) churn models to provide a more comprehensive and accurate churn prediction.

About UTOPY

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.

Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.