Analysts and Industry thought leaders are excited about the value UTOPY solutions deliver. Read more of what they have to say about UTOPY, our solutions, and Speech Analytics:
Keith Dawson, Principal Analyst
Frost and Sullivan
"UTOPY is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution of 'insight-recommendation-impact' that has already seen significant KPI improvements in live deployments."
Jim Davies, Principal Research Analyst
Gartner, Inc.
"True customer understanding requires that organizations gather information from as many sources as possible - including from the customer themselves. The ability to analyze call recordings and uncover insights from interaction data are important steps forward for the enterprise. The underlying technologies to do so are quickly increasing in maturity and adoption. When combined with traditional operational data, Customer Intelligence data allows companies to create a more holistic view of the customer and thus more accurate insights about customer and prospect behavior."
Seema Lall, Research Analyst
Frost And Sullivan
"The volume of recorded audio communications is growing worldwide, and enterprises are under pressure to mine those archives efficiently. Speech analytics solutions like UTOPY offer executives and managers a way to extract insights directly from customer conversations. By using speech analytics solutions to test hypotheses about customer behavior, decision makers can rapidly identify and act on critical trends."
Keith Dawson, Principal Analyst
Frost and Sullivan
"The ability to continually evaluate and improve the underlying processes is one of the key benefits of looking inside the spoken content of the call via speech analytics. Surveys, QM and WFM determine performance over time; Speech Analytics allows a window into what is happening now, and provides the opportunity to take action to course-correct."
Ri Pierce-Grove, Associate Analyst, Technology
Datamonitor plc
"Customer-centric companies depend on Speech Analytics, like UTOPY's solutions, to understand and predict customer behavior in ways never before possible. Leading companies are already experiencing very real return on their investments for these solutions, and any organization who does all or part of their business over the phone should have Speech Analytics at the top of their list for technology purchases." Dick Bucci, Associate Consultant
The PELORUS Group
"Speech Analytics adds the richness and texture to performance management that cannot be achieved by statistics alone. When integrated with compatible third-party data bases and recording platforms, Speech Analytics provides the high-level intelligence needed to drive core business strategies. UTOPY pioneered the successful deployment of speech analytics and remains an acknowledged leader in making the technology, faster, more accurate, more cost-effective, more scalable, and easier to use."
Donna Fluss
Principal, DMG Consulting LLC
"Speech analytics is one of the most exciting and valuable applications that I've seen delivered to contact centers in the past 20 years. It's important because it helps contact centers reduce operating expenses, improves the customer experience and helps to increase revenue. Speech analytics will be instrumental in transforming the perception of contact centers from being a significant cost to one of the primary revenue generating organizations in the enterprise."
"The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine"
