Utopy, a provider of customer intelligence and performance optimisation products, has released new versions of its speech analytics product SpeechMiner and contact centre performance optimisation product OutPerform.
Utopy said that the new version SpeechMiner 6.0 comes with Web 2.0 plug-and-play user interface platform, enhanced dashboards to offer multiple and preset views, permission controls and a subscribe-and-publish capability.
In addition, the new architecture also comes with plug-and-play widgets and multimedia support for Flash, videos and RSS feeds. It offers improved call monitoring capabilities, search summaries, dynamic and static call lists, permalinks and a messaging widget.
The company said that the new version OutPerform 6.0, is built on top of SpeechMiner. It leverages insights from the customer-agent conversations to enable all contact center processes and collaborative workflows. It also offers role-based dashboards, rule-based alerts, and recommendations.
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Reportedly, the new OutPerform Coaching 6.0 application enables targeted coaching driven by SpeechMiner’s speech analytics. Its role-based dashboards present real-time actionable insight for targeted coaching. It enables the scheduling of coaching sessions, populates the session with the appropriate call lists for review and monitors the progress of the coaching and self-learning.
