Utopy, a provider of enterprise-class solutions for Customer Intelligence, has announced the successful implementation of its SpeechMiner 4.0 Customer Intelligence solution at a major financial institution marketing a range of financial services products.
Utopy is gaining a lot of attention from financial services companies seeking to gain more insight into the highly competitive marketplace. Once a side-by-side competitive evaluation was completed, Utopy was selected by this major industry player due to its accuracy, reliability and robustness of the solution in addition to the expertise of Utopy’s Client Solutions group.
According to Roy Twersky, president and CEO of Utopy, the Customer Intelligence Solutions are the most accurate source of actionable intelligence from direct customer feedback on the market today. Companies chose Utopy’s solutions when they realize that accuracy and reliability in Speech Analytics are ‘must haves’ for correct decision making. Twersky highlighted that the company is proud to have been chosen by such a prestigious customer to help them analyze customer feedback.
Customer Intelligence from Utopy focuses on taking conversations that are happening in the contact center and transforming them into meaningful information. The Customer Intelligence solution is designed to provide key data across the customer lifecycle and analyzes how well sales representatives follow the company’s approved and carefully architected sales process.
The Customer Intelligence solution is also positioned as providing critical intelligence on how customers receive and view company offers and also offers detailed comparative analysis on the effectiveness of sales representatives in delivering message and benefit statements.
Utopy focuses its efforts on creating Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision makers, including sales, operations and marketing professionals. Using Utopy solutions, organizations can obtain direct customer feedback to strategically improve the customer experience, uncover new markets and revenue opportunities.
Contact centers have increasingly moved to Business Intelligence centers where agents are charged with gathering much more information from customers than was traditionally customary in the industry. The drive behind this movement is that if the organization can understand exactly what the customer wants, they can structure their products, services and marketing according to those demands.
The financial services industry is no different than other industries in its quest for responding to customer needs. This industry is unique, however, in that consumers tend to have a much larger emotional investment in the situation when dealing with money and investments. Because of this, financial institutions must be much more in tune with their customers to ensure that they remain loyal to the organization.
What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!
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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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