Solutions Include Innovative Reports and KPIs For Enhanced Business Intelligence
SAN FRANCISCO -- UTOPY, Inc., the leading provider of enterprise solutions for Customer Intelligence through speech analytics, today announced the availability of Customer Intelligence (CI) Benchmarking, a reporting service where customers can compare on an ongoing basis how their performance and trends stack up against real data compiled in and out of their own industries. Metrics tracked include critical data about the customer experience, customer dissatisfaction, loyalty and retention, up-sell and cross-sell success, process effectiveness, and other performance metrics that affect customer behavior.
With CI Benchmarking, customer-centric companies get an ongoing window into comparative horizontal- and vertical-specific data needed to objectively evaluate the quality of their customer relationships. Access to CI Benchmarking will be provided to all UTOPY customers.
"In the past, organizations have mainly focused on financial and operational metrics to evaluate their performance and have ignored the customer experience," said Jim Davies, principal analyst at Gartner. "Organizations need to expand their Key Performance Indicators (KPIs) to embrace the customer experience in order to focus the business on achieving goals that are based on delivering customer value," continued Davies.
UTOPY's CI Benchmarking marks another step in the company's mission to provide Fortune 1000 and Global 2000 customers with new customer-related metrics, business intelligence, and KPIs that will impact enterprise strategy and performance.
"Senior executives and managers told us about a void in measurement and benchmarking of the Customer Experience," said Roy Twersky, CEO and president of UTOPY. "CI Benchmarking provides a wealth of valuable data that can help all companies learn what they can measure and how they compare to similar organizations. Based on actual data and objective analysis, this offering will help our customers find new ways to assess and continuously improve the performance of their organizations."
About UTOPY
UTOPY provides industry-leading Customer Intelligence solutions that gather, analyze, report and deliver the voice of the customer to enterprise decision-makers, including sales, operations, and marketing professionals. With UTOPY solutions, direct customer feedback is analyzed to strategically improve the customer experience, uncover new markets and revenue opportunities, understand and address competitive threats, and identify and address areas for process and business performance improvement. UTOPY customers include leaders in the financial services, insurance, healthcare, telecommunications, outsourcing, and retail industries. Headquartered in San Francisco, CA, the UTOPY team has extensive experience in business intelligence, operations and process improvement, as well as speech analytics. For more information, visit www.utopy.com or call 866.44.UTOPY (866.448.8679).
