By Juliana Kenny, TMCnet Web Editor
Three new contact center solutions, as developed by Utopy, are designed to employ speech analytics to help businesses lower functional costs and raise the efficiency level of company-wide productivity and customer experience according to an article from Speech Technology magazine.As stated by company executives, Utopy First Call Resolution, Utopy Handle Time Optimization, and Utopy Call Volume Reduction will help businesses optimize operational efficiency and improve the capacity of its contact centers. These contact center solutions pinpoint problem sites within a company’s call center features as well as citing actions in the employee base that may have caused inefficient call handling. The software analyzes the call reason, duration, and classification with the ultimate goal of reducing call time and volume without sacrificing quality customer experience.Utopy First Call Resolution analyzes interactions and conversations in full while indicating repeat calls. The product integrates the conversation’s material with the caller identifiers so that companies can recognize whether the call was a first time conversation for that individual customer or if the customer made separate repeated contacts. This product then translates the information gathered from the calls to suggest to the business which actions were the cause of the call’s results as well as improvements that can be made to increase the efficiency of the contact center.Utopy Handle Time Optimization collects the data surrounding incoming calls such as the reason for the customer’s call, which type of call it is, and how long the calls last so that the company can focus on reducing the length of each call. Shorter calls will allow for the maximization of operational costs.While a company can focus on reducing its individual call duration, Utopy Call Volume Reduction will harness information that allows a company to analyze why unnecessary calls come in, which calls should more appropriately be handled by self-service applications, and which business processes were the causes of certain calls.All three of these products efficiently monitor the data and call results over time to facilitate long term operational improvement. Companies that already use Utopy’s products can employ these new programs to take full advantage of the speech analytics technology available through the other platforms offered by Utopy. As well as the three new solutions mentioned above, Utopy recently released several more updated solutions, according to Utopy strategic marketing director, Colette Yee.
Juliana Kenny is a TMCnet reporter and editor. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny
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