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Customer interaction analytics company UTOPY (News - Alert) is announcing this week that Receivables Performance Management (RPM), an accounts receivable management company, has implemented UTOPY SpeechMiner. With the implementation, RPM plans to maximize agent performance and collections revenue while minimizing regulatory concerns and helping RPM clients to discover new techniques that can work on their portfolios.

Many companies are turning to analytics solutions in conjunction with speech technology in order to listen to what the industry is calling, “the voice of the customer.”

“We are extremely proud to partner with RPM, who is already a leader in accounts receivable management, and help them further optimize their performance,” said Roy Twersky, President and CEO of UTOPY, in a press release.“In the collections industry, the ability to leverage the knowledge that customer interaction analytics offers is vital – to both the company and its customers. Having solutions that provide critical, timely insight that can be utilized to drive improvements in performance and productivity is paramount to every facet of the business operation – from litigation avoidance to profitability,” he added.

RPM CEO Howard George said his company plans to leverage speech analytics to optimize the company's operational processes.

“We chose UTOPY because its unique phrase-driven method of speech analytics is far more effective than any other method at identifying critical agent skills and automatically monitoring usage of those skills on an ongoing basis to maximize agent performance,” said George. “In addition, UTOPY has integrated with our two different call recording systems, enabling every conversation that occurs in our contact center to be analyzed in exactly the same way.”

Recently, UTOPY was selected for a chance to win the "Best Technology Solution Provider" award by IQPC (News - Alert).