UTOPY Revolutionizes Contact Center Performance Optimization with the Release of SpeechMiner® 6.0 and OutPerformTM 6.0

New Targeted Coaching Application is Powered by the New Web 2.0 Speech Analytics
Platform

SAN FRANCISCO--(Business Wire)--
UTOPY, Inc., the leading provider of Customer Intelligence and Performance
Optimization solutions powered by Speech Analytics, today announced the
availability of UTOPY SpeechMiner® 6.0 and UTOPY OutPerformTM 6.0-the latest
versions of its award-winning flagship Speech Analytics product and
ground-breaking Contact Center Performance Optimization solution, respectively.

UTOPY, founded in 1999, pioneered the Speech Analytics market and continues to
innovate with the industry`s first speech analytics-driven coaching and
performance management. This new release is a major milestone for the contact
center industry. It was designed from the ground up - leveraging actionable
insights from the call content and the interaction itself to drive contact
center performance management, quality monitoring, coaching and workforce
management processes centered around the contact center key performance
indicators (KPIs). These analytics-driven workflows trigger alerts and
recommendations for process and people improvement; and the subsequent actions
taken are further tracked and the results measured for closed-loop continuous
refinement.

"UTOPY is leading a new charge in Performance Management through its turnkey,
closed-loop, KPI-driven solution of `insight-recommendation-impact` that has
already seen significant KPI improvements in live deployments," said Keith
Dawson, Principal Analyst at Frost & Sullivan. "Unlike traditional quality
monitoring and performance management applications, UTOPY leverages the voice of
the customer (via speech analytics) to drive processes and resources within the
contact center to achieve the ultimate goals of quality and cost."

The Next Generation Contact Center Performance Optimization

OutPerformTM 6.0 is the Contact Center Performance Optimization solution that is
built on top of SpeechMiner®. It leverages insights from the customer-agent
conversations as the driving force behind all contact center processes and
collaborative workflows. It optimizes contact center performance by discovering
the drivers of contact center KPI`s and creates a roadmap for process refinement
and employee development. OutPerformTM 6.0 also offers role-based dashboards,
rule-based alerts, and proactive recommendations on who, what and why an action
needs to be taken.

Industry`s First Targeted, Performance-Based Coaching Driven by Speech Analytics

The new OutPerformTM Coaching 6.0 application enables targeted,
performance-based coaching driven by SpeechMiner`s Speech Analytics. Its
intuitive, role-based dashboards present real-time actionable insight for
targeted coaching. Its ease-of-use and simplicity is a result of SpeechMiner`s
sophisticated algorithms which automatically determine who needs which specific
type of coaching or self-learning, and why. It enables the scheduling of
coaching sessions, populates the session with the appropriate call lists for
review, monitors the progress of the coaching and self-learning, and
collaborates with quality and performance management seamlessly. This ability to
align coaching and performance management with contact center KPIs through
speech metrics enables coaching effectiveness, employee empowerment and
operational efficiency. In addition, this turnkey application lowers the total
cost of ownership and shortens the deployment period significantly.

Web 2.0 Plug-and-Play User Interface Sets Industry Standard

SpeechMiner® 6.0`s Web 2.0 platform makes for easy configuration, added
flexibility and simple deployment. It comes with state-of-the-art dashboards
that offer multiple and preset views, permission controls and a
subscribe-and-publish capability. The new architecture also comes with
plug-and-play widgets and multimedia support for Flash, videos and RSS feeds. In
addition, SpeechMiner® 6.0 offers broader call monitoring capabilities, search
summaries, dynamic and static call lists, permalinks and a messaging widget.

"UTOPY has always been in the forefront of creating value for our customers
through innovation," said Roy Twersky, President and CEO of UTOPY. "We have been
working with customers for over 18 months on this groundbreaking 6.0 release.
With 6.0, our customers can break down the traditional silos and leverage the
deep insights of who, what, when and why from Speech Analytics to drive
collaborative workflows seamlessly across the contact center."

About UTOPY

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 866.44.UTOPY (866.448.8679).

UTOPY, SpeechMiner, SpeechMiner Enterprise, SpeechMiner Root-Cause, SpeechMiner
Customer Satisfaction and Deliberate Listening, are registered trademarks of
UTOPY, Inc. All other trademarks mentioned here are the properties of their
respective owners.

UTOPY Inc.
Colette Yee, Director of Strategic Marketing, 415-621-5700

Copyright Business Wire 2009