Ceridian Receives 2012 Implementation Award from Speech Technology Magazine for UTOPY SpeechMiner® Implementation
SAN FRANCISCO–(BUSINESS WIRE)–
the leading provider of Voice of the Customer and Performance
Optimization solutions powered by Customer
Interaction Analytics, announced today that Speech Technology
Magazine, the leading source of news, information and analysis relating
to the speech technology industry, has recognized Ceridian with a 2012
Implementation Award for its implementation of UTOPY software.
Ceridian, a leading global business services company, leveraged UTOPY’s
unique Speech Analytics solution to improve First
Call Resolution (FCR).
By using UTOPY SpeechMiner to discover the root cause of repeat calls
and then UTOPY Intelligent Coaching™ to coach Agents to improve the
processes and behaviors that led to call-backs, Ceridian was able to
increase the percentage of its customers saying they were unlikely to
call back by 18 percent across its entire Customer Care organization.
SpeechMiner and UTOPY
Intelligent Coaching helped us significantly improve our FCR rate,”
says Ceridian Quality Coach Pamela Cook. “However, the reality is that
we’ve just reached the tip of the iceberg in terms of the opportunities
for improvement Speech Analytics can help us discover.”
“Ceridian received Speech Technology magazine’s 2012
Implementation Award for the remarkable improvements it made to its
First Call Resolution rate after implementing UTOPY SpeechMiner,” said
David Myron, Editorial Director of Speech Technology magazine.
“Implementation Awards are given to a few enterprises that have
demonstrated impressive results from their speech technology
implementations, which could include cost savings, performance
improvements, or revenue growth. Ceridian has proven worthy of this
year’s Implementation Award for drastically improving its customer
service performance with UTOPY Speech Analytics.”
“We are very excited that Ceridian received an Implementation Award from
Speech Technology Magazine as a result of the success of their
SpeechMiner implementation,” said Roy Twersky, President and CEO of
UTOPY. “UTOPY’s closed-loop performance optimization solutions, which
leverage the most accurate and complete Interaction Analytics
technologies in the industry together with best-practice methodologies
and easy-to-use workflows, ensure our customers enjoy significant
UTOPY provides award-winning Voice of the Customer and Contact Center
Performance Optimization solutions powered by Customer Interaction
Analytics. UTOPY offers the only contact center business applications
completely driven by Interaction Analytics, and guarantees the fastest
ROI in the industry. For more information, visit www.utopy.com
or call 866.44.UTOPY (866.448.8679).
Ceridian is a global provider of payroll, tax filing, benefits, human
resources, workforce management, and recruiting software and solutions.
The Minneapolis company offers solutions to businesses in banking and
insurance, law, government, and professional services. For more
information, visit www.ceridian.com.
About Speech Technology Magazine
Speech Technology magazine is recognized worldwide as the leading
source of news, information, and analysis for the speech technology
industry. The magazine also administers and hosts the annual SpeechTEK
conference. Each of these properties is designed to serve the buyers,
builders, and implementers of speech technology. For more information
about the magazine, its editorial calendar, or speech technology in
general, please visit us on the Web at http://www.SpeechTechMag.com.
For more information about the SpeechTEK conference, visit http://www.SpeechTEK.com.
SpeechTechMag.com (which is updated daily), SpeechTEK.com, and the
magazine are properties of Information Today, Inc.