San Francisco, California August 9, 2005 - Utopy®, Inc. (Company Profile, Past Stories, Case Studies), a leading provider of speech analytics solutions for contact centers, today announced an addition to its ongoing series of papers describing how speech analytics solutions support improvements in quality programs, operational efficiency and customer relationships.

This short paper describes the type of information a highly accurate speech analytics solution obtains in order to support a company’s understanding of the day-to-day concerns of specific customers. This core data can be used to populate customer profiles in support of up-sell and rescue programs and feedback to product management and marketing, in order to increase the length of the organization’s average customer life cycle.

Utopy’s speech analytics solution, SpeechMiner®, automatically identifies the customer-specific topics discussed in calls with contact center agents. This provides a company with the most accurate understanding of the relationship between a company and its customers available. Nothing can replace the quality and depth of this type of customer-specific business analytics information, especially when creating product packages, identifying pricing issues and designing customer rescue strategies.

Greg Borton, VP of Utopy Client Solutions, stated, “Companies are taking notice of speech analytics more than ever because they see the opportunity to extend their customer life cycles and prevent churn. These programs directly benefit overall customer satisfaction and, consequently, increase annual revenues.”

This paper is available by clicking on Downloads.

About Utopy
As a leader in Speech Analytics technology, Utopy offers analytics solutions to improve business performance and enhance homeland security. Utopy's award-winning and patent-pending product suite, SpeechMiner, identifies, evaluates and catalogs informative events within person-to-person telephone conversations, thereby transforming audio data into a structured knowledge-base, reports, and alerts for decision makers. Headquartered in San Francisco, CA, Utopy's team has extensive experience in speech analytics, contact center technology, mission-critical intelligence systems, and the business processes associated with improving performance. Utopy's customers include Fortune 200 companies as well as other innovators in contact center operations. For additional information about Utopy and its award-winning SpeechMiner suite of products, visit www.utopy.com, email info@utopy.com or call 866.44.UTOPY (866.448.8679).

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Utopy, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner Customer Satisfaction and Deliberate Listening, are registered trademarks or trademarks of Utopy, Inc. All other trademarks mentioned here are the properties of their respective owners.