News : RPM Implements UTOPY Speech Analytics
June 28, 2012 -- UTOPY, a provider of Voice of the Customer and Performance Optimization solutions powered by Customer Interaction Analytics, announced today that Receivables Performance Management (RPM), a national provider in accounts receivable management, has implemented UTOPY SpeechMiner(R) in order to maximize Agent performance and collections revenue while minimizing regulatory concerns and helping RPM clients to discover new techniques that can work on their portfolios.
"RPM continues to lead the industry in innovation, this time by leveraging Speech Analytics to optimize our operational processes," said Howard George, CEO of RPM. "We chose UTOPY because its unique phrase-driven method of Speech Analytics is far more effective than any other method at identifying critical Agent skills and automatically monitoring usage of those skills on an ongoing basis to maximize Agent performance. In addition, UTOPY has integrated with our two different call recording systems, enabling every conversation that occurs in our contact center to be analyzed in exactly the same way."
"We are extremely proud to partner with RPM, who is already a leader in accounts receivable management, and help them further optimize their performance," said Roy Twersky, President and CEO of UTOPY. "In the collections industry, the ability to leverage the knowledge that Customer Interaction Analytics offers is vital – to both the company and its customers. Having solutions that provide critical, timely insight that can be utilized to drive improvements in performance and productivity is paramount to every facet of the business operation – from litigation avoidance to profitability."
Posted by Veronica Silva Cusi, news correspondent
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. For more information, visit www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679).
Published: Friday, June 29, 2012
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