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HRRG's Success Story - Speech Analytics Drives a 20% Increase in Revenue

The Customer Interaction Analytics Leader

UTOPY helps organizations improve their customer experience and contact center performance by analyzing customer interactions over multiple channels, including: telephone; email; chat; and social media.  We harness all customer, business and agent interaction data; analyze customer behaviors and agent skills in conjunction with company Key Performance Indicators; and provide recommendations, management tools and applications that help improve business on every level, including:  responding to customer needs, changing processes, and empowering and training contact center agents.

As the pioneer of the Speech Analytics industry, releasing the first Speech Analytics product for business purposes in 2002, UTOPY has extensive experience in the Customer Interaction Analytics realm.  As customer interactions have increasingly become multi-channel interactions with the increased usage of email, chat and social media, UTOPY has evolved with customer's preferences, delivering end-to-end analysis of the entire customer interaction and feedback lifecycle, regardless of the mode of communication used by the customer. 

Leveraging UTOPY’s patented Speech Analytics and Text Analytics technologies, our products provide the fastest ROI and highest data reliability in the industry – crucial elements for successful Customer Interaction Analytics initiatives.   Presenting the results via an intuitive, Web 2.0 user interface, our solutions have been deployed in 3 major continents, across 7 key industries, supporting interactions in 58 distinct languages.  UTOPY’s solutions are delivered either on-premise or in the cloud, requiring only a browser for end-user access.  With our deep domain expertise, we are completely dedicated to your success—routinely delivering a return on investment within six to nine months.

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