UTOPY, Inc., the leading provider of Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, today announced that it has been granted U.S. Patent No. 7,487,094 titled “System and method of call classification with context modeling based on composite words,” by the United States Patent and Trademark Office. The patent covers the system and methods of classifying a human-to-human telephone conversation into predefined categories of interest.
“Over the last decade, UTOPY has been pioneering a different technological approach to the problem of understanding human-to-human telephone conversations. This patent, in addition to several other pending patents, is a reflection of our investment and commitment to developing innovative technology that solves today’s critical problems,” says Yochai Konig, Co-founder and CTO of UTOPY. Dr. Konig adds that “UTOPY’s phrase-based contextual speech recognition-cum-understanding approach has been yielding tremendous business value by analyzing tens of millions of calls in over a dozen languages across the globe with a level of accuracy and detection rate that is not feasible with other traditional approaches in the market today.”
Organizations around the globe are utilizing this technology to analyze the performance of each agent, team and contact center within an organization across several dimensions, including call reason, customer satisfaction and issue resolution. Because of the exceptional accuracy and high detection rate of UTOPY’s technology, actionable recommendations and real-time alerts tied to key performance indicators can be delivered to the desktop of each agent, supervisor, analyst and manager on a weekly and daily basis. This enables proactive learning, targeted coaching, and enhanced decision-making that results in higher agent productivity, supervisor effectiveness and contact center performance optimization.
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 +1.866.44.UTOPY (+1.866.448.8679).