UTOPY Wins 2009 IP Contact Center Technology Pioneer Award

SAN FRANCISCO — UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that the Technology Marketing Corporation (TMC) has named UTOPY a winner of the 2009 IP Contact Center Technology Pioneer Award. This honor was awarded to UTOPY’s flagship Speech Analytics product, UTOPY SpeechMiner®, by TMC’s Customer Interaction Solutions magazine for creating a groundbreaking IP contact center solution that delivers real business value to forward-looking enterprises.

“It’s an honor to be recognized by such a highly regarded educational and news resource in the communications and technology fields,” said Roy Twersky, President and CEO at UTOPY. “This award further underscores our relentless commitment to stay on the cutting edge of speech analytics technology by offering future-proof solutions that enable contact centers to adopt IP technology at their own pace, while empowering them to optimize the performance of their people and processes simultaneously.”

Contact centers are critical interface points between customers and the enterprise. SpeechMiner® is the catalyst that transforms customer-agent conversations into critical business knowledge that can be delivered immediately to the desktops of senior executives and managers—the people that shape company policy. This vital “bridge” that links the customer and the enterprise is what ultimately sparks innovation.

SpeechMiner® is architected to leverage the innovative communications methods that IP technology makes possible. It supports stereo recordings with targeted analysis of the agent and customer channels respectively. SpeechMiner® can connect to and analyze recordings from any recording system/technology, providing maximum flexibility and ensuring investment protection if a company chooses to change recording platforms in the future. If a company operates in a heterogeneous environment with different recording platforms, whether Voice over IP or TDM, it assures uniform analysis and reporting throughout the enterprise. SpeechMiner® also enables intelligent load-balancing in distributed multi-site deployments that are common in IP Contact Center environments.

“TMC is proud to recognize UTOPY with an IP Contact Center Technology Pioneer Award. SpeechMiner® has been designed with the needs of the contact center market in mind and the potential of IP behind it, making it deserving of this significant honor,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “Technology is the key to the success of any call center so it is my pleasure to recognize UTOPY for bringing advanced, innovative technologies to market while providing high quality and superior applications.”

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).

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.