BPO Firm Inks Deal with Speech Analyst UTOPY

Customer management and BPO group ICT has announced a co-marketing partnership with customer speech analytics intelligence firm UTOPY. The companies say the deal will improve the service, operating efficiency and performance they can offer their clients.

UTOPY analyses customer conversations and extracts business information, for use in understanding customer perceptions, needs and behaviour. ICT, specialist in BPO (Business Process Outsourcing), will be utilising this speech analytics software for quality, training and process improvement purposes as well as to deliver customer intelligence and voice/data mining solutions for its clients.

The two firms have already signed their first joint agreement with a financial services client who will be using the technology to determine why its customers are calling, as well as to help measure and improve up-selling and cross-selling effectiveness and identify areas for process improvement.

John Brennan, Chairman and CEO of ICT explained that the partnership will help his firm differentiate by enhancing its customer and marketing analytics solutions. He added: 'This combined offering allows us to provide more customised customer support services, beyond the handling of routine sales and service transactions.'

Roy Twersky, President and CEO of UTOPY said there are synergies between the firms, including in the vertical markets each serves. 'We are pleased to be partnering with this forward-thinking, global leader in outsourced services, helping them to provide exceptional service through the additional insight and business intelligence gained using our advanced speech analytics software.'

As well as providing BPO solutions, Pennsylvania-based ICT Group, also offers interactive voice response and advanced speech recognition services. Headquartered in San Francisco, UTOPY provides direct customer intelligence which is then analysed to improve the customer experience, and uncover new markets and revenue opportunities. The partner firms are on the web at www.ictgroup.com and www.utopy.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.