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SOFTWARE (NON-INTERNET/MOBILE) | Customer Relationship Management Software
utopy.com

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Founded Year

1999

Stage

Acquired | Acquired

Total Raised

$13.12M

About UTOPY

UTOPY helps organizations improve their customer experience and contact center performance by analyzing customer interactions over multiple channels, including: telephone; email; chat; and social media. The company harnesses all customer, business and agent interaction data; analyze customer behaviors and agent skills in conjunction with company Key Performance Indicators; and provide recommendations, management tools and applications that help improve business on every level, including: responding to customer needs, changing processes, and empowering and training contact center agents.In January 2013, UTOPY was acquired by Genesys. The valuation of UTOPY was undisclosed. Other terms of the deal were not released.

UTOPY Headquarter Location

1550 Bryant Street Suite 360

San Francisco, California, 94103,

United States

415-326-7800

Latest UTOPY News

Genesys Agrees to Acquire UTOPY in a Deal that Transforms Customer Service with Actionable Customer Interaction Analytics

Jan 30, 2013

* Reuters is not responsible for the content in this press release. http://pdf.reuters.com/htmlnews/8knews.asp?i=43059c3bf0e37541&u=urn:newsml:reuters.com:20130129:nBw295982aAcquisition accelerates company`s delivery of a world-class workforceoptimization solutionDALY CITY, Calif.--(Business Wire)--Genesys, a leading provider of customer service and contact center solutions,today announced it has signed a definitive agreement to acquire UTOPY. UTOPYdelivers workforce optimization solutions, including industry-leading speech andtext analytics and innovative voice of the customer applications. Theacquisition accelerates Genesys` delivery of a complete workforce optimization(WFO) solution and strengthens the company`s integrated suite of contact centerapplications. With the addition of UTOPY, Genesys transforms customer service byusing customer interaction analytics to analyze all interactions for key terms,critical business topics and customer sentiment, identifying those that needimmediate action and then routing the customer to the optimal agent, back officeworker or manager for resolution.Key Facts:* Transforms Customer Service with Actionable Customer Interaction Analytics -With UTOPY`s award-winning SpeechMiner solution, companies can optimize contactcenter performance by automatically assessing and retrieving customerinteractions over multiple channels including voice, e-mail, chat, and socialmedia. Web-based dashboards enable ongoing visibility across all channels andagents, giving today`s contact center manager new levels of insight to optimizetheir workforce and improve customer service. * Completes Genesys WFO Suite - With the addition of UTOPY, Genesys now offers acomplete WFO suite, including workforce management, speech and text analytics,performance management, coaching and training, surveys, and quality management.Genesys WFO is designed to improve the performance and satisfaction of contactcenter agents and back office workers. * Strengthens Genesys Integrated Contact Center Suite - Built on theindustry-leading Genesys Customer Interaction Management Platform, the newlyenhanced Genesys WFO solution is part of the company`s integrated suite ofcontact center applications, offering customers a solution that will scale withtheir expanding needs and provide additional capabilities and applications inthe future. * Founded in 1999, UTOPY is a pioneer in the customer interaction analyticsmarket, releasing the industry`s first speech analytics solution in 2002. Today,the company is a leading provider customer interaction analytics for voice ofthe customer applications and workforce optimization in the contact center. * The transaction is expected to close in the first quarter of 2013. Financialterms will not be disclosed.Supporting Quotes:"UTOPY`s speech and text analytics is second to none and we are excited to bringboth its cutting-edge technology and talented team into Genesys," said PaulSegre, President and CEO of Genesys. "The combined power of UTOPY with Genesys`interaction routing enables companies to accurately and efficiently identifycustomer issues and take immediate action to resolve them. ""We are thrilled to be joining Genesys, the undisputed leader in customerservice and contact centers," said Roy Twersky, Founder, Chairman and CEO ofUTOPY. "UTOPY empowers companies by delivering unprecedented levels of customerinteraction intelligence. We can now bring this intelligence into the Genesysenvironment to deliver companies a truly ground-breaking solution for workforceoptimization. "About UTOPYUTOPY provides award-winning Voice of the Customer and Contact Center WorkforceOptimization solutions powered by Customer Interaction Analytics. UTOPY offersthe only contact center business applications completely driven by InteractionAnalytics. For more information, please visit www.UTOPY.com orwww.speechanalytics.com.About GenesysGenesys is a leading provider of customer service and contact center solutions.With more than 2,000 customers in 80 countries, Genesys orchestrates more than100 million customer interactions every day across the contact center and backoffice, helping companies deliver fast and optimal levels of customer servicewith a highly personalized cross-channel customer experience. Genesys alsoprioritizes the flow of work to back office personnel resulting from anycustomer interaction, internal workflow or business application, optimizing theperformance and satisfaction of customer-facing employees across the enterprise.www.genesyslab.comJoin the ConversationSHIFT CommunicationsDominic Weeks, 617-779-1800genesys@shiftcomm.comCopyright Business Wire 2013 Trending On Reuters

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UTOPY Patents

UTOPY has filed 1 patent.

patents chart

Application Date

Grant Date

Title

Related Topics

Status

6/18/2004

2/3/2009

Legal entities, Samskaras, Business law, Units of length, SI base units

Grant

Application Date

6/18/2004

Grant Date

2/3/2009

Title

Related Topics

Legal entities, Samskaras, Business law, Units of length, SI base units

Status

Grant

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