Speech analytics offers businesses much faster and proactive ways to streamlining business processes, improve agent performance and customer experience, and increase market intelligence. It is also changing the contact center culture and highly effective in building up series of sales strategies.
It seems that Efinancial, one of the nation’s largest life insurance brokerages has realized the benefits of Speech analytics, as it has announced to implement UTOPY (News - Alert) SpeechMiner and UTOPY Intelligent Coaching in order to maximize Agent performance and sales revenue.
“By leveraging UTOPY SpeechMiner, Efinancial will be able to revolutionize our Agent coaching process, maximize customer satisfaction and improve our overall contact center performance,” said Michael Rowell, CEO of Efinancial. “We plan to leverage the unique phrase-driven Speech Analytics to analyze our interactions with customers and prospects to gain insight into individual Agent service levels and improve overall performance. UTOPY Intelligent Coaching will enable us to drive our Agent training and coaching processes with the knowledge we glean from SpeechMiner.”
UTOPY is a provider of Voice of the Customer and Performance Optimization solutions powered by Customer Interaction Analytics. UTOPY offers the only contact center business applications completely driven by Interaction Analytics, and guarantees the fastest ROI in the industry.
“We are extremely proud to partner with Efinancial, who is already a leader in life insurance, and help them to further optimize their sales performance,” said in a statement, Roy Twersky, president and CEO of UTOPY. “Our patented, phrase-driven ‘Deliberate Listening’ approach to Speech Analytics is by far the most effective method of improving sales via the phone by: identifying the most important sales skills for each particular product or service, coaching sales representatives to use those key skills, and monitoring ongoing skill usage.”
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