UTOPY Intros Three New Solutions to Improve Overall Contact Center Operations
March 17, 2010
By Susan J. Campbell
, TMCnet Contributing Editor
Contact center software provider UTOPY (News
) has announced three new software solutions that are designed to deliver principal insights that contact centers can leverage to maximize operational efficiency, employee productivity and customer satisfaction, all while reducing operating costs.
The UTOPY First Call Resolution, UTOPY Handle Time Optimization and UTOPY Call Volume Reduction all expand on the company’s cache of contact center software offerings that are built specifically on UTOPY’s speech analytics platform.
'These new and exciting solutions will help today's leading businesses achieve critical objectives by enhancing the operational capacity of its contact centers through KPI improvements,' said Roy Twersky, President and CEO at UTOPY, in a statement. 'These solutions will provide our customers with an expansive toolset that can be leveraged to streamline successes across the entire enterprise - from productivity and cost reduction to customer satisfaction and revenue growth.'
UTOPY First Call Resolution is designed to detect, analyze and rein in repeat calls. The Service Quality Measurement Group noted that every 1 percent improvement in first call resolution has been show to drive the same percent improvement in customer satisfaction. Customers who saw their issued resolved were 10 times more likely to stay loyal to the company. In addition, less repeat calls imply a reduction in call volume and lower operating costs overall.
First Call Resolution precisely and comprehensively analyzes the entire customer interaction, each and every time. It also detects any indications of repeat calls within the conversation and integrates 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 in relation to that issue.
UTOPY Handle Time Optimization is designed to automatically measure handle time by call reason, agent, product and process. It also accurately determines why customers are calling, the types of calls that use the most resources and uncovers policies and processes that drive handle time. The solution will discover opportunities to reduce the duration of those calls and recommends targeted programs to reduce the handle time while also ensuring customer satisfaction is not adversely impacted.
By identifying unnecessary calls that can be prevented, UTOPY Call Volume Reduction can help to reduce call volume. The first step is to understand why customers are calling. The challenge is that most contact centers do not trust current call disposition methods. The UTOPY Call Volume Reduction automatically and objectively classifies 100 percent of calls, discovers root causes of unnecessary calls, makes the business case for changes to products or applications and tracks the success of these changes over time.
For one financial services institution, the UTOPY Call Volume Reduction uncovered a negative customer experience that generated more than 600,000 calls per quarter. The institution took the necessary steps to prevent the reoccurrence of the negative experience, resulting in cutting the contacts by over 80 percent the following quarter and the Net Promoter Score increases by 25 points at the same time.
In other UTOPY news, the company discovered
a way to directly connect the vast intelligence tapped by speech analytics with the ability to improve agent performance and the desired results: increased customer satisfaction/retention/revenues, decreased complaints, reduced costs, and higher productivity.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
In February, the company announced
the availability of two new contact center software solutions that further expand the company's array of speech analytics offerings. UTOPY SpeechMiner and UTOPY Coaching application, UTOPY Sales Improvement and UTOPY Collections Optimization are designed from the ground up to leverage the insights derived from speech analytics.
Edited by Patrick Barnard