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UTOPY Releases Contact Center Workforce Optimization Suite

By Shamila Janakiraman
TMCnet Contributor

UTOPY (News - Alert), a provider of Voice of the Customer and Performance Optimization solutions, unveiled a complete Contact Center Workforce Optimization (WFO) suite powered by Customer Interaction Analytics.

Roy Twersky, CEO of UTOPY said, “Contact Center Workforce Optimization has long been driven by raw data collected primarily from the ACD switch and manual Quality Monitoring processes, which only provide a small window into Agent performance. UTOPY brings a tremendous amount of customer interaction intelligence into the WFO process to significantly enhance Agent performance, scheduling and customer service.”

Officials explained that such analytics-powered WFO applications deliver interaction intelligence to contact centers to enhance agent performance assessment and provide targeted training and coaching.

The Workforce Optimization Suite released by UTOPY will monitor and analyze all customer interactions automatically for a thorough analysis. The process involves the capture and analysis of speech, agent screens, e-mails, chats and customer feedback from more than one million social media platforms. This will help a company provide a more personalized and attentive customer service.

The WFO suite features integrated applications such as the UTOPY Speech Capture call recording software, which captures spoken conversations. The UTOPY Screen Capture captures a particular agent’s computer screen during an interaction besides gathering information on all e-mails and chat sessions.

The UTOPY SpeechMiner collects customer interactions on various channels such as calls, e-mails and chat sessions including calles from direct customer feedback on social media sources. These interactions are considered as good sources of feedback for business topics and events.

The UTOPY Screen Analytics derives data entered into third-party applications while the Intelligent Coaching provides training and coaching features like scheduling, delivery and tracking of training and coaching sessions. The Intelligent QM for quality monitoring delivers targeted interactions for monitoring.

Recently, Receivables Performance Management (RPM), an accounts receivable management company implemented UTOPY SpeechMiner 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.