Utopy, Inc. Announces Production Release of SpeechMiner Enterprise 3.0; SpeechMiner 3.0 Debuts at IMPACT 2004, the 16th Annual etalk Customer Conference.

Business Editors/High-Tech Writers

IMPACT 2004

SAN DIEGO--(BUSINESS WIRE)--April 26, 2004

Utopy, Inc. today announced the general availability of SpeechMiner(R) Enterprise Release 3.0, the contact center edition of the award winning SpeechMiner speech analytics software. With SpeechMiner, call centers can dramatically improve the effectiveness of their quality monitoring programs resulting in increased customer satisfaction, higher first-call-resolutions and improving agent compliance to call flow guidelines. As part of the ongoing relationship with etalk(R) Corporation, SpeechMiner Enterprise 3.0 will be launched at IMPACT 2004, being held this week.

SpeechMiner Enterprise brings new meaning to the phrase "this call may be monitored for quality..." Quality monitoring teams are able to focus their attention on finding solutions to call center problems and leaving it to SpeechMiner to identify those problems. "SpeechMiner is the Google for call center recordings," said Ken Landoline, Voice Telephony Business Practice Leader for Robert Frances Group. "Call center managers, quality assurance teams, executives, and individual agents can quickly and easily search through thousands of hours of recorded conversations for 'key-phrases' and mine the business information hidden in those conversations to improve agent performance, increase customer satisfaction, and improve contact center efficiencies."

After reviewing SpeechMiner reports and listening to some of the extracted calls using SpeechMiner Dashboard, managers can take steps to improve their operations. In the automatically extracted calls, your customers will tell you which products are defective, which services are disappointing, why they are requesting a supervisor, which agents need additional training, or what knowledge bases need improving. SpeechMiner can extract calls to help improve the effectiveness of product promotions and rebate programs. It can also improve customer satisfaction by determining why customers are getting frustrated or angry and what can be done to correct the situation.

If you can characterize the snippets of conversations that are important to you, SpeechMiner will detect them. Begin by asking yourself if you could listen to every minute of every call in your contact center, what topics would you be listening for? With SpeechMiner, you can find those calls automatically.

"The added features in SpeechMiner 3.0 will benefit both etalk Qfiniti(R) and Recorder(R) customers," said Roger Woolley, Vice President of Marketing for etalk. "The custom classification features in SpeechMiner give our customers what they need to easily tailor SpeechMiner to fit their call center's quality procedures."

"With SpeechMiner Enterprise 3.0, users can now easily create call classification rules that match their call center's quality assurance requirements," said Roy Twersky, president and CEO of Utopy. "With these rules, SpeechMiner automatically verifies an agent's adherence to call flow guidelines and call handling analysis, up-and-cross-selling requirements and customer satisfaction analysis. Quality assurance personnel can quickly and easily focus their attention on problematic calls, letting SpeechMiner do the laborious task of screening all calls."

SpeechMiner 3.0 also adds support for Latin American Spanish, call duration analysis, custom SMART rules development, interactive query and reporting client, an enhanced call audio player, and many administration improvements.

SpeechMiner Enterprise 3.0 is available through etalk and Utopy. It is priced either by the number of contact center seats or by the number of hours of conversation processed. Quality assessment strategy consultations are also available.

Utopy, along with Intel, are premier sponsors of the IMPACT 2004 Customer Conference and is using the conference to launch SpeechMiner 3.0. SpeechMiner 3.0 demonstration will be available on the exhibition floor, and presentations will be given in both the Technical and Business tracks of the conference.

About etalk: etalk is a global leader of Performance Impact(TM) solutions for enterprise contact centers. Since its inception in 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including SRP, Sprint, MidAmerican Energy, Arch Wireless, Entergy, AFLAC, ePerformax, Ticketmaster, CIGNA, and BlueCross and BlueShield. The etalk suite of integrated solutions, including the Qfiniti, JASS(TM), Recorder, Advisor(TM), Expert(TM) and Survey(TM), improve both customer service and the CRM decision-making process. Using etalk's advanced call center technologies; customers can achieve higher incremental sales, revenue per customer, and overall profits while increasing customer satisfaction and loyalty. etalk operates in more than 40 countries through the etalk Worldwide Business Partner Program. For additional information about etalk's Performance Impact tools, visit www.etalk.com or call 800-835-6357.

About Utopy: Utopy, a leader in speech analytics was founded in 1999. Its patent-pending SpeechMiner technology enables call center and government organizations to maximize the value of telephone conversations by automatically understanding their content. Utopy's premier application, SpeechMiner Enterprise, helps leading call centers glean important business intelligence from calls, streamline quality management and compliance processes, improve marketing campaigns, increase sales conversion rates, reduce customer churn and much more. Utopy's solutions are analyzing customer-agent telephone interactions from some of the Fortune 200 companies today. For additional information about Utopy and its award-winning SpeechMiner products, visit www.utopy.com, email us at [e-mail] or call 866-44-UTOPY.