UTOPY delivers packaged solutions tailored for various contact center business needs, call types, vertical industries, and Key Performance Indicators. Each solution includes UTOPY's best practice dashboards, analytics, alerts and reports based on our extensive expertise and deployment experience in that specific area.
Solutions for Business Needs
UTOPY's solutions fulfill nearly every business need contact centers have, and also meet business needs outside of the contact center in the larger enterprise. Within the contact center UTOPY focuses on contact center performance optimization, including Coaching, Quality Monitoring, Performance Management and Outsourced Vendor Management. In addition, UTOPY Voice of the Customer is a powerful solution for analyzing customer feedback for use within the contact center and throughout the enterprise. For example, UTOPY Voice of the Customer is currently being used by a major online retailer to analyze product feedback, justify investment in new products, and improve operations.
Solutions for KPI Improvement
UTOPY's packaged Key Performance Indicator (KPI) solutions optimize contact center performance. UTOPY delivers solutions for every critical contact center KPI. Each solution discovers the drivers of the respective KPI, then recommends and facilitates performance improvements.
Solutions by Call Type
UTOPY's packaged solutions meet the specific needs of every functional role within the contact center. Each solution includes comprehensive measurement, agent coaching and management tools. The UTOPY call type solutions include Customer Service; Inbound/Outbound Sales; Collections; and Securities Trading.
Solutions by Industry
UTOPY also delivers solutions which fulfill the specific requirements various vertical industries have for their contact centers. Industry specific deployments have focused on things like sales conversion, reduction in churn, securities trading audits, order fulfillment, and more. UTOPY's solutions have been deployed to meet the needs of various industries, including: Communications and Media; Utilities; Retail Banking; Credit Card Issuers; Brokerage and Securities; Insurance; Healthcare; Retail; Travel and Hospitality; and Outsourcers.
"There is a compelling business case to be made for using speech analytics to drive the kinds of integrated business process and workflow analysis that call recording and quality monitoring systems are not capable of."
