Utopy Enhances CCH’s Ability to Capture Intelligence from Customer Conversations (email this article)

San Francisco, California – December 12, 2005 – Utopy (Company Profile, Past Stories, Case Studies) , Inc., a leading provider of enterprise-class speech analytics solutions, today announced recent successes with CCH Incorporated’s deployment of Utopy SpeechMiner Analytics Solution. By capturing intelligence from countless hours of customer conversations, CCH is able to realize a host of strategic benefits, including improved decision-making, more responsive, consistent and accurate customer service and reduced operational costs.

CCH, a leading provider of tax and business related information and software since 1913, has long relied on its contact center to support the 700 print and electronic publications CCH produces and routinely updates. Beyond the usual customer support functions, the contact center also staffs domain experts to help customers navigate the intricacies of the ever-changing tax and business law. But even with quality monitoring systems already in place, CCH wanted to more tightly manage all its customer information in order to identify important issues.

“With Utopy, we have an intelligent feedback loop to automatically monitor customer concerns, quickly root out and neutralize problems, as well as to identify performance improvement and business opportunities throughout the enterprise,” explained John Falk, assistant director of quality assurance and product support for CCH. “We now have the right data and insights to support the decisions we make as well as plot the right course with confidence.”

For CCH, Utopy’s SpeechMiner Analytics provided a searchable and sortable call database by instantly analyzing, classifying and prioritizing business events within conversations. From data culled from its contact center agents, CCH is able to identify trends and answer a wide array of pressing operational and strategic questions – ranging from “Where should performance and process improvement initiatives be focused?” to “Which agents would benefit the most from additional training?” to “Which customer issues are resulting in the most agent hours?” to “Which product offerings require the most attention?” and more. This ability to generate complex statistics and analyze data at an even more granular level enables CCH’s management to highlight and prioritize challenges in order to best deploy valuable resources.

For instance, with Utopy, CCH found that agents were not as effective as possible in selling products to customers who called seeking product information. This critical insight – which was not captured by the agent or the transaction system – enabled CCH to course-correct and increase selling efforts by 400% within three weeks, which led to a 91% increase in sales for that sales campaign.

Further, Utopy SpeechMiner provided an efficient and accurate system for capturing, collecting and reporting data. As many contact centers still do, CCH agents and team leaders previously had to manually capture and collate raw data – a time-consuming process that was also difficult to make consistent across individuals and therefore limited the value of their reports. With Utopy, CCH estimates saving approximately one day per week from its agent and team leaders’ workload, freeing them up for more critical work. Moreover, it found Utopy’s analysis to be 90% accurate or better, exceeding the typical range of competitor offerings.

“Many companies tend to look outside for answers and so miss the hidden opportunities inside their operations,” commented Doron Aspitz, chairman and chief executive officer for Utopy. “Our customers like CCH have discovered that the ability to listen intelligently on their own contact center frontlines is an invaluable asset. We enable them to respond even more intelligently and proactively, instead of simply reacting, by expertly combing through their oceans of data to find the pearls of wisdom.”

About Utopy
As a leader in speech analytics technology, Utopy offers solutions that enable companies to gain business intelligence from every customer interaction. Leading companies are using Utopy SpeechMiner®, the award-winning and patented product suite, to identify, evaluate and catalog consumer sales and service conversations, thereby transforming the voice of the customer into structured information for the benefit of the enterprise. Headquartered in San Francisco, CA, Utopy’s team has extensive experience in speech analytics, service operations, mission-critical intelligence systems as well as the processes associated with improving business performance. For additional information about Utopy, please visit www.utopy.com, email info@utopy.com, or call 866.44.UTOPY (866.448.8679).