About This Software
 

Note: The Utopy suite of products is currently integrating into the Genesys product suite as Speech and Text Analytics. Documentation included on this DVD may still refer to Utopy until this integration is complete.

Speech and Text Analytics identifies critical business topics and events in recorded call-center conversations. Speech and Text Analytics listens to the interactions between customers and contact-center agents, identifies the topics that were discussed, and categorizes what took place within each interaction. These features enable managers to find calls that have specific characteristics or that deal with particular topics, to identify and listen to the parts of calls that interest them, and to keep track of a wide range of system metrics..
New Features in 8.1.x

The primary new features in release 8.1.0 are:

Language Support—Support for Italian and French was added to this release.

Category Manager—The SMART Category Manager is now available in the web interface, in the new Manage Categories page.

Exploration improvement— A new Explore button was added to the Search page. This option enables more granularity in the exploration process.

Topic Correlation report—The new Topic Correlation report provides information about the co-occurrence of Topics, enabling identification of cause and consequence patterns.

Search comparison— A new Compare option makes it possible to compare occurrences of Categories, Topics, and term clusters in two user-created searches.

Wildcards— A number of built-in wildcards and a general wildcard are now available for use in SMART Topic terms.

Escapes table— An Escapes table interface was added to SMART.

Index Optimization— A new Index Optimization task was introduced.

Operating system support—Support for Windows Server 2008 R2, 64-bit edition and Windows Server 2012. The SMART component can also be installed on Windows 7 and Windows 8 Professional editions.

Database support—Support for Microsoft SQL Server 2008 R2 with Reporting Services (SP1 and higher) and Microsoft SQL Server 2012 with Reporting Services.

Browser support—Support for Microsoft Internet Explorer 10.
New Features in 8.0.x

New languages—Utopy is now enabled to support Portuguese (Brazilian) and German languages.

Multiple-response questions—The Forms Manager of the Quality Management module now supports multiple-response questions. These are multiple-choice questions, for which the user can select more than one answer.

Operating system support—Utopy now supports Windows Server 2003 and Windows Server 2008,R2, 64-bit edition.

Database support—Utopy now supports Microsoft SQL Server 2005 with Reporting Services SP4 (9.0.5000) and Microsoft SQL Server 2008 R2 with Reporting Services SP1 (10.50.2500.0).

Browser support—Utopy now supports Microsoft Internet Explorer versions 8 and 9.
Directories on This DVD
 

Bin
Contains the files needed to operate the Utopy UPlatform.

Documentation
Contains the ReadMe file, the graphics for the ReadMe file, the HTML help files, and the product documentation.

FullInstaller
Contains the installation files for this software.

Reports
Contains files needed for the Utopy reports functionality.

SupportFiles
Contains the product support files.

Web
Contains the files needed for the Utopy web-based interface.
Documentation

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 Product documentation is provided in the Documentation folder of this DVD.
Technical Support
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Contacting

Genesys provides Customer Care to customers worldwide with support centers in eastern Canada, the United Kingdom, Australia, India, and Japan. You can contact Genesys Technical Support by telephone, e-mail, or on the World Wide Web.

For complete information on how and when to contact Customer Care, read the Genesys Care Program Guide (Formerly Titled: Technical Support Guide). Please tell the Customer Care representative that you are a Utopy 8.1 customer.

Licensing

Along with its software, Genesys supplies its customers with software licenses. Licenses manifest the customers’ legal rights to use the features that Genesys software provides. To obtain the necessary product licenses, you will need to complete an order form, which has detailed information to assist you in placing an order. For complete information on obtaining licenses, please contact your sales representative.

Supported Operating Environment Information

Information on supported hardware and third-party software is available in the Utopy Installation Guide, which is available in the Documentation folder of this DVD.
Legal Notices

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Copyright

This DVD and all its contents © Copyright 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2013 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your technical support representative if you have any questions.

This product includes FFMpeg under the GPL2+ and LGPL2.1 licenses.

Jquery distributed under terms of MIT license.

This product contains software developed by the Apache Software Foundation http://www.apache.org.

This product contains software WordNetDotNet developed by Malcolm Crowe and Troy Simpson distributed under the terms of Lesser GNU Public License. Source Code for WordNetDotNet is available upon request.

JQGrid distributed under terms of MIT license.

Raphaël distributed under terms of MIT license.

This software contains Nhunspell which is distributed under terms of Mozilla Public License version 1.1. Source code for Nhunspell is available upon request.

Dropthings is distributed under the terms of the MS-PL license.

Linq, which is part of Subsonic, is distributed under the terms of the MS-PL license.

Your Responsibility for Your System

You are responsible for product administration and system security. Please prevent unauthorized access. Your system administrator should read all documents provided with this product to fully understand the features available that can reduce the risk of system damage. System damage or loss caused by unauthorized access is not covered by maintenance and support or a Genesys warranty. In addition, Genesys software is proprietary. Unauthorized access may lead to violations of your confidentiality obligations under your contract with Genesys.

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