• October 31, 2005
  • By Coreen Bailor, (former) Associate Editor, CRM Magazine

Utopy Picks Former Blue Pumpkin Head

Doron Aspitz, former Blue Pumpkin Software chairman and CEO, has been tapped by Utopy to be that company's new president and CEO. The move comes as the speech analytics solution provider redoubles efforts to build and execute its longterm business model, boost its customer traction, and strengthen strategic relationships. Aspitz takes over both roles from Utopy cofounder Roy Twersky, who will remain chairman. The executive change is indicative of the company's focus on strengthening its competitive stance. "We are excited to have Doron on board, especially given his stellar history," Twersky said in a statement. "His expertise and proven ability to leverage a technology vision to capitalize on a broad market opportunity will surely help create strong momentum for Utopy, as we expand and dominate the growing speech analytics market." Critics may question the appointment, given Aspitz's workforce optimization and networking background, but the 20-year technology veteran contends that "at the end of the day it's about delivering value to customers. The value that one can capture...and [delivering] it to the business in a streamlined cost effective reliable manner [is] what it's all about. I bring a fresh look at what can be done with [speech analytics] technology, how to package it in a way that customers quickly latch on to it, and understand the value." Aspitz's short-term goals include strengthening and completing the management team and focusing the company to take it to the next level, while his longer-term initiatives comprise assembling an advisory board and creating greater market awareness. While there is greater customer traction, there is confusion surrounding the applicability of speech analytics to the organization, he notes, but the company is "looking to change that--looking to create less confusion [and] more understanding." As part of its SpeechMiner product offerings, Utopy's speech analytics functionality includes the ability to convert recorded calls into structured reports and alerts; enables users to create, define, and translate categories based on their organization's needs and focus on specific information that transpired during calls; and capture the speaker's intent. "There is a tremendous amount of knowledge captured in every interaction," Aspitz says. "Every time you talk to a customer agent or a sales rep in any given company you have a lot of information. Often times it does not proliferate within the enterprise and that's the value we bring. We bring tools that will allow the company to capture that knowledge and disseminate it through the enterprise in a manner that a lot more people will be able to access it." Seema Lall, industry analyst at Frost & Sullivan, makes note of Aspitz's successful track record in leading organizations. "His ability to see the big picture and demonstrated ability to execute make him an excellent choice for leading the helm at Utopy," she says. "The appointment...holds much promise in propelling Utopy's speech analytics offerings towards an accelerated mainstream adoption." Related articles: The Next Step in Anger Management
Speech analytics solutions are enabling companies to track and analyze emotional cues. Leveraging the Call Center's Most Underutilized Asset How to...assess customer satisfaction levels by going beyond the standard satisfaction survey
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