[October 15, 2004] CCH Selects Utopy SpeechMiner as Customer Service Center Speech Analytics Platform SAN FRANCISCO --(Business Wire)-- Oct. 15, 2004 -- Utopy, Inc., the leader in speech analytics, today announced that CCH INCORPORATED, a Wolters Kluwer company, has selected Utopy SpeechMiner(R) Enterprise(TM) Release 3.0, an award-winning speech analytics software, for its customer contact center. CCH has selected SpeechMiner as part of its ongoing customer service improvement initiatives, with the goals of enhancing customer satisfaction, improving service representative productivity and reducing service costs. Retrieving Valuable Business Intelligence from Our Recorded Calls "With SpeechMiner, we will be able to monitor thousands of calls a day automatically, retrieving information about specific customer issues, as well as overall service trends," said Jerry Pruitt, CCH Vice President of Customer Service and Operations. "For example, we will use SpeechMiner to identify all calls that were not resolved during the first call to our contact center -- determine why the customer called and what assistance was offered, and how the service could have been more effective." "With SpeechMiner Root-Cause-Analysis(TM) and SpeechMiner Customer Satisfaction(TM) Modules, we also will be able to profile our contact center traffic by analyzing the recorded calls in our Witness Systems eQuality Balance(TM). On a daily, weekly, and monthly basis, we will be able to measure accurately what issues are important to our customers, how many customers call about each issue, and, most importantly, how well our agents and current processes address their issues," said Margaret Flink, director of Customer Service Operations for CCH. Integration with Voice Recording Systems SpeechMiner easily integrates with most recording systems. SpeechMiner has just added support for Witness Systems' customer interaction recording systems, with access to call voice recordings and metadata from eQuality Versions 5 and 6. SpeechMiner supports Witness implementations on both Oracle and SQL databases. SpeechMiner is also integrated with etalk Qfiniti Recorder(TM) and Recorder(TM). Improve Customer Satisfaction "We are delighted that CCH has chosen SpeechMiner to help them identify ways to improve customer satisfaction and increase productivity," said Roy Twersky, president and CEO of Utopy, Inc. "Many leading contact centers are realizing the advantages of Speech Analytics to monitor and improve agent performance in high call volume situations. We are confident that CCH will benefit from SpeechMiner Deliberate Listening(TM) technology--the ability to automatically analyze, categorize and prioritize calls using CCH's criteria so that managers can track contact center operations and so that QA staff can focus on high value calls first." About CCH INCORPORATED CCH INCORPORATED (www.cch.com) based in Riverwoods, Ill., is a leading provider of tax, legal and business information, software and services. It has served professionals and their clients since 1913. CCH is a Wolters Kluwer company (www.wolterskluwer.com). Wolters Kluwer is a leading multinational publisher and information services company. Wolters Kluwer has annual revenues (2003) of EUR 3.4 billion, employs approximately 18,750 people worldwide and maintains operations across Europe, North America and Asia Pacific. Wolters Kluwer is headquartered in Amsterdam, the Netherlands. About Utopy Utopy, a leader in speech analytics was founded in 1999. Its patent-pending Deliberate Listening(TM) technology enables call center and government organizations to maximize the value of telephone conversations by automatically understanding their content. Utopy's premier application, SpeechMiner Enterprise, helps leading contact centers uncover important business intelligence from recorded calls enable them to streamline their quality management and compliance processes, improve agent performance, and enhance customer satisfaction. Utopy's solutions are analyzing customer-agent telephone conversations from Fortune 200 companies today. For additional information about Utopy and its award-winning SpeechMiner products, visit www.utopy.com, email us at [email protected] or call (866) 44-UTOPY. Utopy, SpeechMiner, SpeechMiner Enterprise, Deliberate Listening, SpeechMiner Root-Cause-Analysis, and SpeechMiner Customer Satisfaction, are registered trademarks or trademarks of Utopy, Inc. All other trademarks mentioned in this document are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Utopy Inc. and any other company. [ Back To TMCnet.com's Homepage ]