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It is not possible to overstate the degree to which speech recognition solutions such as SpeechMiner can revolutionize contact center operations. Work that was formerly done by teams of humans can now be both automated and improved upon a thousand percent. SpeechMiner can automate quality assurance for both agents and customers, allowing contact centers to do what was formerly unthinkable: raise quality standards while lowering costs.

Utopy, Inc.
1550 Bryant Street, Suite 400
San Francisco, CA, 94103

http://www.utopy.com


Product Name: Utopy SpeechMiner 3.5

SpeechMiner 3.5 is the latest version of Utopy's speech analytics solution. It identifies, evaluates and catalogs events within recorded person-to-person conversations, providing reports that categorize the content of customer conversations for contact center managers, quality monitoring groups, sales, marketing and business unit managers. According to the company, they have strengthened the solution’s ability to accurately capture the meaning of conversations and correctly categorize calls; upgraded SpeechMiner’s Enterprise Ready features so it easily supports complex, multi-divisional solutions across wide area enterprises; enhanced SMART, the solution’s topic and management software, in terms of ease-of-use and features; and made pre-packaged reports available in Microsoft Reporting Services.The SpeechMiner has four major components:

1. SpeechMiner Platform is made up of SpeechMiner Processors and the Intelligence Database. The processors analyze calls and identify events while the database serves as the central repository for category tags, metadata and any event information.
2. SpeechMiner comes with a library of bundled modules or business events that can be automatically identified in your recorded calls. Organizations can use SpeechMiner SMART to create their own custom business events or categories. Highly complex telephone interactions can be modeled.
3. The SpeechMiner Dashboard is an interactive tool for analyzing and building custom reports from the “mined” business events. It provides actionable statistics on an agent’s performance, procedural effectiveness and customer satisfaction levels.
4. The SpeechMiner Category Library consists of out-of-the-box business categories that are automatically detected by SpeechMiner for specific business objectives.


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