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.
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UTOPY has filed 1 patent.
Legal entities, Samskaras, Business law, Units of length, SI base units
Legal entities, Samskaras, Business law, Units of length, SI base units
Latest UTOPY News
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, email@example.comCopyright Business Wire 2013 Trending On Reuters
UTOPY Frequently Asked Questions (FAQ)
When was UTOPY founded?
UTOPY was founded in 1999.
Where is UTOPY's headquarters?
UTOPY's headquarters is located at 1550 Bryant Street, San Francisco.
What is UTOPY's latest funding round?
UTOPY's latest funding round is Acquired.
How much did UTOPY raise?
UTOPY raised a total of $13.12M.
Who are the investors of UTOPY?
Investors of UTOPY include Genesys, Bay Ventures, Pras Holding Ltd and Blacksmith Capital.
Who are UTOPY's competitors?
Competitors of UTOPY include Tele'Train.
Compare UTOPY to Competitors
ICMI (International Customer Management Institute) empowers companies to provide the best customer experience through call center training, certification, events, consulting and resources. It is located in Colorado Springs, Colorado.
CallCabinet is a telecommunication company that provides compliant call recording, AI speech analytics, quality assurance, and call-center training tools. It delivers call recording, workforce optimization, and agent evaluation solutions to enterprises, contact centers, service providers, and carriers. It was founded in 2012 and is based in Boca Raton, Florida.
Provider of performance solutions for the customer contact center industry. The company focuses on four main areas in the development of performance and workforce software for call centers; training, coaching, e-learning; email handling and electronic direct marketing; and performance measurement and mystery calling/mailing of customer contact departments. Tele'Train is a Netherlands-based, educational training agency that delivers support for organizations with learning questions from organizational change and proffesionalization.
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