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ACS to Speak on Tapping the Voice of the Customer with UTOPY Speech Analytics at Gartner CRM Summit
SAN FRANCISCO --(Business Wire)-- UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, and Affiliated Computer Services, Inc. (NYSE:ACS) today announced that Ms Staci Tubbs, Regional Vice President, Operations, ACS will present "Tapping the Voice of the Customer to Drive Business Performance" at the Gartner Customer Relationship Management Summit, Monday, September 8th at 1:00 pm ET at the Gaylord National Resort and Convention Center in Washington, DC.
ACS provides unparalleled customer care solutions that improves the customer service experience for any business. In a continuous effort to provide additional value to its clients, ACS uses UTOPY Customer Intelligence and Performance Optimization solutions to optimize agent performance and surpass service level agreements, as well as, provide end-customer insights to its clients to refine their up-selling techniques, predict potential churn and eliminate process inefficiencies.
ACS leverages UTOPY SpeechMiner to analyze recorded customer interactions for hidden insights on call drivers, root causes, issue resolution, agent performance, coaching effectiveness, script adherence, and customer satisfaction. The system intelligently "listens to" each customer call, identifies relevant topics and emotions, categorizes them based on context, and maps them to key business issues and metrics. The results are then presented in dynamic dashboards and reports for immediate action.
By automating the process with UTOPY SpeechMiner, ACS is able to provide clients with actionable insights more accurately, quickly and cost-effectively. This huge increase in sample size processed also enables ACS to provide its clients with statistically significant results at a much higher confidence level, giving its clients more confidence that the customer care experience is exceeding everyone's expectations.
"ACS is using this powerful tool to give our clients valuable information they've never had before," said Staci Tubbs, Regional Vice President, Operations for ACS. "Giving our customers this value-added service demonstrates that ACS is responsive to our customers needs and flexible in finding the right solution."
ACS is currently deploying this offering with 1,000 customer care agents and has plans to expand this offering in the next two months, bringing the total number of agents using this to more than 6,000.
"We are very pleased that UTOPY Customer Intelligence and Performance Optimization solutions, powered by Speech Analytics, has proven to be a competitive differentiator for ACS and its clientele, " noted Roy Twersky, President and CEO, UTOPY. "Mining insights from agent-customer interactions to capture, measure and enrich the end-customer experience, is the next frontier for customer service and CRM."
About ACS
ACS, a global FORTUNE 500 company with 65,000 people supporting client operations reaching more than 100 countries, provides business process outsourcing and information technology solutions to world-class commercial and government clients. The company's Class A common stock trades on the New York Stock Exchange under the symbol "ACS."
Learn more about ACS at http://www.acs-inc.com.
About UTOPY
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail.
Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. For more information, visit www.utopy.com or www.speechanalytics.com or call 866.44.UTOPY (866.448.8679).
"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: Statements in this press release regarding Affiliated Computer Services' business which are not historical facts are "forward-looking statements" that involve risks and uncertainties. For a discussion of such risks and uncertainties, which could cause actual results to differ from those contained in the forward-looking statements, see "Risk Factors" in the Company's Annual Report or Form 10-K for the most recently ended fiscal year.
UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of UTOPY, Inc. All other trademarks mentioned here are the properties of their respective owners.
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