Utopy Wins the TMC Labs Innovation Award

Utopy's SpeechMiner Honored for Improving Customer-Agent Interactions

SAN FRANCISCO--(BUSINESS WIRE)--Sept. 29, 2003--Technology Marketing Corporation (TMC(R)), publisher of Customer Inter@ction Solutions magazine, selected Utopy(R), Inc., the leader in speech analytics solutions and its SpeechMiner(R) Enterprise as a winner in the 2003 TMC Labs Innovation Awards, featured in the October 2003 issue. The TMC Labs professional team, which handpicks the leading innovative products and services within the contact center industry for its annual awards program, selected Utopy from more than 200 entries.

BizVantage – Beyond the news: when knowing counts.
Try the free, no-hassle 6 month trial!

"Utopy's SpeechMiner Enterprise is an industry leading speech analytics solution for improving customer relationship management. SpeechMiner Enterprise has particularly impressed us with its real-world deployments and applications that demonstrate the applicability and value of Utopy's solution," said Tom Keating, VP, CTO, Executive Technology Editor of TMC Labs.

SpeechMiner Enterprise has enabled contact centers to reduce costs by automating quality assurance processes, improving agent performance and reducing agent call-time. In addition, customer-centric organizations increase their revenues by utilizing SpeechMiner to understand customer needs, gain customer loyalty, improve sales conversion rates, and track marketing effectiveness.

"We are excited to be receiving the TMC Labs Innovation award," said Roy Twersky, President and CEO of Utopy. "This award reaffirms that SpeechMiner Enterprise is an innovative approach to solving some of the most challenging problems for call center organizations. Beyond reducing agent call time and the costs associated with quality management practices, SpeechMiner Enterprise provides valuable business intelligence by identifying indicators of customer churn, sales effectiveness and agent misbehavior."

Based on five patent-pending technologies, SpeechMiner Enterprise is a robust, flexible software solution that mines customer-agent telephone conversations. It automatically processes large volumes of calls to understand topics of conversation by identifying words, context of speech and non-linguistic information as emotion. It then classifies the calls according to user-defined business rules.

SpeechMiner Enterprise's dashboard, graphical audio player, and reports provide customer care, quality assurance and marketing managers crucial information for process improvements. For example, managers wishing to reduce customer churn, utilize SpeechMiner to identify dissatisfied and "risk-of-churning" customers, the reasons for their dissatisfaction, and then track the effectiveness of customer-care program over time. SpeechMiner identifies inefficient processes and agents, sales opportunities, and then flags the actual calls for further analysis. Its open architecture and web interface allows easy installation in multi-site contact centers.

About Utopy

Utopy, the leader in speech analytics was founded in 1999. Its patent-pending SpeechMiner technology enables call center and government organizations to maximize the value of telephone conversations by automatically understanding and analyzing their content. Utopy's premier product SpeechMiner Enterprise helps leading call centers glean important business intelligence from calls to reduce overall contact center costs, maximize customer value, improve agent compliance, and increase revenue opportunities. Utopy's solutions are analyzing customer-agent telephone interactions from some of the Fortune 200 companies today. For additional information about Utopy and its award-winning SpeechMiner products, visit www.utopy.com, or contact Utopy at info@utopy.com or 866-44-UTOPY.

About TMC

Celebrating more than 30 years as a leading technology publisher, Technology Marketing Corporation (TMC) produces industry-leading trade magazines and events focused on technology and communications. TMC publishes two magazines: Customer Inter@ction Solutions(R), and Internet Telephony(R), and the online publications, TMCnet.com, Planet PDA(R) Magazine, WiFi Revolution(TM), Alternative Power(TM) and BiometriTech(TM). TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs(TM), and provide factual and unbiased product reviews. TMC also produces The Global Call Center Outsourcing Summit(TM), BiometriTech(TM) and Planet PDA(TM): The Enterprise PDA Event. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at www.tmcnet.com.