Speech analytics leader UTOPY (News - Alert) offers Interaction Analytics software, noting that when combined with the UTOPY Collections Optimization offering, it can measure, monitor and improve debt collections.
“Whether you're a collections agency looking to drive results for your clients or an in-house contact center looking to reduce outstanding receivables, UTOPY can help,” say company officials.
They highlight four areas of consideration:
Measuring Collections Skills with Interaction Analytics: Not all contact center collection skills are created equal. Some agent collection rates will be higher than others, and organizations that have the ability to identify the reasons for these discrepancies and reduce them with targeted agent coaching will do better, naturally. UTOPY officials say they can help since contact centers are able to measure and monitor 100 percent of their interactions and analyze them down to the individual agent and interaction level.
UTOPY Collections Optimization: Accurately identifying the skills necessary for successful debt collection is crucial, of course, and this product has collections skills in its Knowledge Base (News - Alert), then “correlates them with additional industry or company specific skills with collections success.” The idea is that by analyzing the entirety of calls, UTOPY officials say, it’s possible, every time any collection technique is used, to measure and track skill usage by agent, and correlates these metrics with successful collections.
Targeted Training and Coaching: The UTOPY Intelligent Coaching offering uses the information provided by UTOPY Collections Optimization to deliver training, coaching, and self-learning resources focused on improving collections skills.
The Key to Increasing Collections Rates: According to UTOPY officials, the product also lets you analyze all calls for collections skill usage to improve your overall process.
UTOPY had a pretty good 2011 as well. TMC’s (News - Alert) Tammy Wolf wrote recently that UTOPY, which coined the term speech analytics in 2002 when it released the first-ever speech analytics product for business purposes, made tremendous strides this year in the customer interaction analytics industry.
Reflecting on the last 12 months, Sean Murphy, director of Marketing for UTOPY, told TMCnet that in 2011 not only did UTOPY become the sole speech analytics vendor to use a fully-supported version of Nuance (News - Alert) for its base speech recognition engine, but the company also delivered a “super-set of the best speech analytics technology” for meeting and exceeding every single business requirement.David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Tammy Wolf