UTOPY (News - Alert) Inc., a provider of customer intelligence and performance optimization solutions powered by speech analytics, has announced three new solutions.

The new offerings by the company leverage the potential of speech analytics to provide principal insights that will help contact centers in maximizing operational efficiency, employee productivity and customer satisfaction, and reducing operating costs. Speech analytics encompasses a number of automatic methods through which useful information about the speech content or the speakers is extracted through automatic methods of analyzing speech.

The three solutions are UTOPY First Call Resolution, UTOPY Handle Time Optimization and UTOPY Call Volume Reduction. Each is an extension of the company’s previous set of offerings that are built upon its speech analytics platform.

In a release, Roy Twersky, president and CEO at UTOPY, said the new solutions will help businesses enhance the operational capacity of their contact centers through KPI improvements. Twersky noted that these solutions will provide UTOPY’s customers with an expansive toolset that can be leveraged to streamline successes across the entire enterprise, right from productivity and cost reduction to customer satisfaction and revenue growth.

UTOPY First Call Resolution helps enterprises in detection and analysis of repeat calls. Service Quality Measurement Group suggests that every 1 percent improvement in first call resolution has been shown to drive a 1 percent improvement in customer satisfaction, and customers whose issues were resolved are 10 times more likely to remain with a company than those whose issues were not. The UTOPY First Call Resolution precisely and comprehensively analyzes the entirety of every interaction and detects any indications of repeat calls within the conversation. The solution further combines all available caller identifiers and correlates that information with the actual conversation content to identify whether the call is an initial or repeat call for that caller regarding each particular issue.

UTOPY Handle Time Optimization automatically measures handle time by call reason, agent, product and process; accurately determines why customers are calling; detects which types of calls use the most resources; uncovers policies and processes that are driving handle time; discovers opportunities to reduce the duration of those calls; and recommends targeted programs to reduce the handle time while ensuring that customer satisfaction is not adversely impacted. An outsourcer leveraged the UTOPY Handle Time Optimization and found a reduction of 10 percent in its average handle time, which resulted in a savings of $5 million annually.

UTOPY Call Volume Reduction automatically and objectively classifies 100 percent of calls; discovers root causes of unnecessary calls, such as calls that could have been handled by self-service applications; makes the business case for changes to products, processes and self-service applications; and tracks the success of these changes over time. The solution was helpful in finding a negative customer experience generating over 600,000 calls per quarter at a financial services institution. The next quarter itself, the company took necessary steps to prevent the reoccurrence of this negative experience, and found the contacts to see a reduction of over 80 percent.

In February UTOPY announced availability of two new solutions that further expand the company's pace-setting array of speech analytics offerings. Built on top of UTOPY's speech analytics platform, UTOPY Sales Improvement and UTOPY Collections Optimization are designed from the ground up to leverage the insights derived from speech analytics to boost the ability of enterprises to increase sales conversions and recover uncollected receivables respectively.