UTOPY Expands Footprint into Fast-Growing Greater China Market
Strategic Partnership with Grandsys a Result of Growing Demand for Speech Analytics in Asian Markets
San Francisco, CA — December 9th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced a strategic partnership with Grandsys – the leading systems integrator for call center services and solutions in Greater China. The partnership allows UTOPY to serve the fast-growing Greater China marketplace by teaming up with a value-added reseller with an established customer base in recording, quality monitoring, screen analytics and workforce management. At the same time, Grandsys benefits from UTOPY’s award-winning Speech Analytics platform, SpeechMiner®, which comes with prebuilt acoustic models and knowledge libraries for processing and analyzing human-to-human conversations in Mandarin and Cantonese.
“We’re very excited about our strategic alliance with Grandsys,” said Roy Twersky, President and CEO at UTOPY. “This partnership will significantly enhance the experience of our joint customers in the Greater China marketplace that seek to deploy proven speech analytics and contact center performance optimization solutions to drive measurable gains in customer care, operational performance and customer loyalty.”
“By partnering with UTOPY, we are dramatically expanding the value that we bring to our customers,” said Bill Yang, CEO at Grandsys. “Our customers are always looking for deeper, more comprehensive insight into their customers’ expectations, employees’ performance and organizational processes. Together with UTOPY, we are now able to offer our customers a comprehensive suite of innovative call center solutions powered by the industry-leading SpeechMiner®.”
The Coming of Age of Speech Analytics
In today’s business culture where globalization and the World Wide Web explosion has shifted the balance of power to the consumer, the need for leading enterprises to have effective Speech Analytics solutions in place has been dramatically heightened. In a recent September 2009 report by Gartner, Inc. titled “Contact Center Call-Recording Market Trends,”, the leading analyst research firm proclaims the “Coming of Age of Speech Analytics” and points out that such technology is a “viable, logical investment for contact centers looking to optimize the value of their call-recording platforms.”
The Gartner report further emphasizes that Speech Analytics “should not be viewed as a luxury, stand-alone item but (rather) as a necessary embedded part of a contact center’s QM program.”
Turn Call Recording from a Necessary Overhead into a Strategic Goldmine
Given that “call recording will become a contact center infrastructure-driven commodity” now that the industry has seen a dramatic shift to Voice over Internet Protocol (VoIP), the report finds that “having the ability to embrace a QM program that will enhance agent performance and have a positive impact on the customer experience – as well as the use of viable speech analytics tools – can turn what was a necessary overhead into a strategic gold mine.”
Gartner’s report also recommends investing beyond a basic recording package to embrace agent-evaluation software and Speech Analytics to provide incremental insight and value. The ability of Speech Analytics to “optimize agent evaluation/quality programs and unleash a wealth of other insights spanning topics of interest inside the contact center and across the enterprise is something a growing number of customers benefit from.”
UTOPY’s easily deployable, cost-effective Speech Analytics solutions enable today’s businesses to listen, understand, evaluate and, most importantly, act on the voice of the customer by transforming such insights into actionable instructions for performance optimization and customer experience refinement. SpeechMiner® leverages recorded customer interactions (from any recording system) and analyzes each call for critical business topics and events with unmatched accuracy.
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).
About Grandsys
Founded in 1992, Grandsys provides cutting-edge call recording, quality optimization and workforce management solutions tailored for the Chinese market. Combining deep expertise in contact center management and operations, rich industry experience in banking, insurance and communications, and proven products from key partners, Grandsys delivers complete contact center solutions designed to improve agent performance, compliance and the customer experience.
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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.
San Francisco, CA — December 9th, 2009— UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced a strategic partnership with Grandsys – the leading systems integrator for call center services and solutions in Greater China. The partnership allows UTOPY to serve the fast-growing Greater China marketplace by teaming up with a value-added reseller with an established customer base in recording, quality monitoring, screen analytics and workforce management. At the same time, Grandsys benefits from UTOPY’s award-winning Speech Analytics platform, SpeechMiner®, which comes with prebuilt acoustic models and knowledge libraries for processing and analyzing human-to-human conversations in Mandarin and Cantonese.
“We’re very excited about our strategic alliance with Grandsys,” said Roy Twersky, President and CEO at UTOPY. “This partnership will significantly enhance the experience of our joint customers in the Greater China marketplace that seek to deploy proven speech analytics and contact center performance optimization solutions to drive measurable gains in customer care, operational performance and customer loyalty.”
“By partnering with UTOPY, we are dramatically expanding the value that we bring to our customers,” said Bill Yang, CEO at Grandsys. “Our customers are always looking for deeper, more comprehensive insight into their customers’ expectations, employees’ performance and organizational processes. Together with UTOPY, we are now able to offer our customers a comprehensive suite of innovative call center solutions powered by the industry-leading SpeechMiner®.”
The Coming of Age of Speech Analytics
In today’s business culture where globalization and the World Wide Web explosion has shifted the balance of power to the consumer, the need for leading enterprises to have effective Speech Analytics solutions in place has been dramatically heightened. In a recent September 2009 report by Gartner, Inc. titled “Contact Center Call-Recording Market Trends,”, the leading analyst research firm proclaims the “Coming of Age of Speech Analytics” and points out that such technology is a “viable, logical investment for contact centers looking to optimize the value of their call-recording platforms.”
The Gartner report further emphasizes that Speech Analytics “should not be viewed as a luxury, stand-alone item but (rather) as a necessary embedded part of a contact center’s QM program.”
Turn Call Recording from a Necessary Overhead into a Strategic Goldmine
Given that “call recording will become a contact center infrastructure-driven commodity” now that the industry has seen a dramatic shift to Voice over Internet Protocol (VoIP), the report finds that “having the ability to embrace a QM program that will enhance agent performance and have a positive impact on the customer experience – as well as the use of viable speech analytics tools – can turn what was a necessary overhead into a strategic gold mine.”
Gartner’s report also recommends investing beyond a basic recording package to embrace agent-evaluation software and Speech Analytics to provide incremental insight and value. The ability of Speech Analytics to “optimize agent evaluation/quality programs and unleash a wealth of other insights spanning topics of interest inside the contact center and across the enterprise is something a growing number of customers benefit from.”
UTOPY’s easily deployable, cost-effective Speech Analytics solutions enable today’s businesses to listen, understand, evaluate and, most importantly, act on the voice of the customer by transforming such insights into actionable instructions for performance optimization and customer experience refinement. SpeechMiner® leverages recorded customer interactions (from any recording system) and analyzes each call for critical business topics and events with unmatched accuracy.
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).
About Grandsys
Founded in 1992, Grandsys provides cutting-edge call recording, quality optimization and workforce management solutions tailored for the Chinese market. Combining deep expertise in contact center management and operations, rich industry experience in banking, insurance and communications, and proven products from key partners, Grandsys delivers complete contact center solutions designed to improve agent performance, compliance and the customer experience.
# # #
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.
"This (UTOPY Speech Analytics) project demonstrates that there is a very productive source of innovation based in identifying and exploiting internal (and not always obvious) assets."
