Press
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January 6, 2011
Real-time Customer service and feedback: CT-Payment chooses Utopia Image.
Telecom customer satisfaction veteran extends its integrated service to the POS market
Montreal, Quebec, January 6, 2011 (news) – Utopia Image has signed an agreement to provide CT-Payment with a help desk service that will integrate its just-in-time actionable feedback platform. Previously reserved for the Canadian telecommunications industry, Utopia Image’s customer experience management platform and customer assistance service is now available to Payment Service providers (PSPs).
The service allows PSPs to measure and adapt the quality of every customer interaction in real-time, simultaneously increasing client satisfaction and decreasing the need and cost of repeat service calls.
“Having accurate information in a timely manner allows PSPs to make informed decisions and to take action based on real-time data.” says Utopia Image President Anthony Lacopo, “Simply put, we provide the information our clients need to make decisions.”
“Our clients know, within minutes, if their customers are unsatisfied with a service call – and they can react accordingly.” says Anthony Lacopo, who believes that real-time service is of great value to the merchants who require POS assistance. “Great service providers increase loyalty by constantly measuring service quality and adapting their customer assistance service in real time, which is drastically different than counting the number of tickets closed or resolved. Don’t confuse customer satisfaction with customer service.”
Utopia Image’s integrated Customer Experience Management platform and Help Desk aims to increase the “Very Satisfied” segment of customers (between 5% and 8%), while reducing the number of unnecessary repeated customer service calls (from 10 to 15%).
About Utopia Image:
Utopia Image helps service providers address customer satisfaction problems – as they occur. Real-time feedback and intelligence is generated by the company’s integrated Customer Experience Management platform and 24/7 Help Desk services, and today employs over 200 people.
Founded in 2006 in Laval, Utopia Image has helped National and Provincial Service providers improve the performance and profitability of their customer service operations, including onsite deployments and service calls.
Contact:
Bernard Dahl
Media Relations
Presentis
514-802-2801
bernard@presentis.ca
Spiros Malevitis
Vice-President, Operations
Utopia Image Inc.
450-575-8005
s.malevitis@utopiaimage.com
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January 3, 2011
Utopia Image recruits Quebec Customer Contact Center Association co-founder.
Laval, Quebec, January 3rd 2011 – Spiros Malevitis has joined Utopia Image’s management team as Vice-President of Operations. The 16-year Call center management veteran will help the Laval-based provider of Outsourced IT and Customer Experience Management (CEM) services reach the next phase of its growth plan.
“We are delighted to welcome Spiros to the team” says Anthony Lacopo, Utopia Image President.
“He has a deep understanding of the dynamics of a helpdesk environment, and we are counting on his experience and hands-on approach to help Utopia Image achieve its growth targets!”M. Malevitis will be responsible for the daily operations of Utopia Image. He is confident that Utopia Image’s innovative approach to integrated services can bring great value to service companies who want to focus on delivering great customer experience.
Prior to joining Utopia Image, M. Malevitis has helped customer contact centers improve call quality, and average handle time while decreasing repeated calls and operating costs. He has occupied managerial functions at Computershare Investor Services, Equinox Marketing Services and Rogers Communications Inc.
In 2010, Spiros Malevitis co-founded the Quebec Customer Contact Center Association, an association dedicated to the Call Center industry with a focus on the specific needs of the Quebec market.
About Utopia Image:
Utopia Image helps service providers address customer satisfaction problems – as they occur. Real-time feedback and intelligence is generated by the company’s integrated Customer Experience Management platform and 24/7 Help Desk services, and today employs over 200 people.
Founded in 2006 in Laval, Utopia Image continuously acquires and develops technologies and services that enable its partners to better serve their customers.
Contact:
Anthony Lacopo
Founder & CEO
Utopia Image Inc.
450-575-8003
a.lacopo@utopiaimage.com
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July 2010
View article (Available in French only)Through the MIT to realize a utopia.
June 2010
Anthony Lacopo has been elected as the next President of the "Regroupement des jeunes chambres de commerce du Québec".
Anthony Lacopo, President and founder of Utopia Image Inc., has been elected to serve as the next President of the "Regroupement des jeunes chambres de commerce du Québec (RJCCQ)". His mandate officially starts on July 1st 2010. The mission of the RJCCQ is to represent its Québec member's visions and ideas among different levels of federal and provincial governments and private companies. The chamber also helps develop synergies and value for its members, the Young Chambers of Commerce of Québec, and our society.
April 2010
The international deployment of Utopia Image.
View article (Available in French only)
December 2009
Regional Labour Market Partners Council Nomination.
Anthony Lacopo, President and founder of Utopia Image Inc., was nominated to represent the Business sector of the Laval Region in the Regional Labour Market Partners Council, by Sam Hamad, the Minister of Employment and Social Solidarity for the Province of Quebec, following a recommendation by Alain Paquet, Deputy of Laval des Rapides.
This council is composed of "representatives from business, labour, education, community and governmental organizations" [i] who are tasked with a 3 year mandate, to:
- Identify, along with the regional directorate of Emploi-Québec, the job market problems that are particular to their region and adapting services to serve both individuals and businesses
- Help develop a regional action plan
- Suggest target results and breakdown criteria for personnel and budgets
- And cooperate... with regard to implementation of the Workforce skills deployment and recognition framework within regional businesses.[ii]
Thanks to his dedicated implication within the Region of Laval, Anthony Lacopo has earned an opportunity to truly make a difference in his community.
December 2009
What is your Leadership Style?
Great leaders are the cornerstones of great organizations! Come see how, the President and founder of Utopia Image, Anthony Lacopo's ambitious leadership style helped him realize his dream to develop a successful company, and learn from his many experiences.
Join him, on December 9th 2009 as he will host, alongside Martin Thibault of Absolunet (The Opportunist) and Eric Chouinard of iWeb (The Innovator), a breakfast conference aimed at recounting their stories through each of their individual leadership styles, and will engage conversation to help you uncover your inner leadership type. The breakfast, on behalf of La Chambre de Commerce et d'Industrie de Laval, from 7:30am to 9:30 am, will be held at Le Château Royal (3500, boul. Du Souvenir, Laval, Quebec). Sign up here to discover your leadership style through their experiences!
November 2009
Utopia Image is Proud to be an Official Partner of La Fondation Martin Matte.
Utopia Image takes great pride in partnering with La Fondation Martin Matte, a non-for-profit organization aimed at helping victims of cranial trauma. The organization was inspired, in 2003, by the unfortunate accident of Martin Matte's brother in 1986 that left him without a short-term memory or inhibition. Victims of such a fatality are unable to fend for themselves, creating dependence upon others 24hrs/day 7 days/week. The proceeds from the efforts of the campaign go to provide dwelling and a safe environment for those who have suffered from such a trauma. In addition, residents get the proper psychological care to help deal with their difficulties. Utopia Image is honoured to take part in and hopes to continue to lend a hand to La Fondation Martin Matte's visibility to further help create homes for victims of cranial trauma.
July 2009
Utopia Image chosen to take part in MIT′s Growth Program.
Following a thorough interview process, Utopia Image was selected amongst numerous Quebec based companies to take part in the Quebec Techno Growth Program.
This program will impart training and coaching by the world-renowned school of technology; Massachusetts Institute of Technology or better known as MIT.
Throughout the course of this program, Utopia Image will be participating in the Entrepreneurship Development Program (EDP) at MIT held in January 2010. This will present an immense opportunity for Utopia Image to exchange knowledge with various international entrepreneurs and learn from successful MIT entrepreneurs. In doing so, it will enable the company to implement rapid growth strategies in order to successfully obtain an international presence.
To learn more about this program visit:
http://mitsloan.mit.edu/execed/coursedetails.php?id=669
http://croissanceqctechno.ning.com/March 2009
Dunamis 2009 awards.
Utopia Image Inc. was nominated as "Best New Company" for the Dunamis 2009 awards.
February 2009
Time to subcontract?
(Available in French only)
GUILLAUME JOUSSET, JOURNAL LESAFFAIRESLe mythe de l′entreprise sans serveurs ni logiciels dans ses bureaux est en train de devenir une réalité. Et la crise économique devrait accélérer le mouvement. Plus qu′une chance d′être plus efficace, ces solutions en ligne permettront d′économiser.
"L′adoption des services en ligne est un phénomène aussi important que l′arrivée d′Internet", croit Nicole Martel, pdg de l′Association québécoise des technologies (AQT).
"Leur utilisation devrait croître de près de 10 % par an, estime-t-elle. Cela va être un grand changement, comme lorsque les entreprises ont commencé à impartir leur service de paie." Les services "tout hébergés" ne font donc plus peur, même si les PME canadiennes accusent un retard par rapport à celles européennes ou américaines, poursuit Mme Martel.
Le concept des services Web n′a pourtant rien de nouveau : louer des applications, de la capacité de traitement ou de l′espace de stockage à la demande par Internet se fait déjà depuis plusieurs années. Mais le mouvement est inexorable. De plus en plus, les logiciels vont migrer vers le SaaS (Software as a Service), c′est-à-dire des applications en ligne et facturées selon leur utilisation, tandis que les données sont localisées sur des serveurs physiquement éloignés. On parle de cloud computing, expression qui a donné "informatique dans les nuages" en français. Ce qui a changé, c′est la possibilité de virtualiser l′ensemble de ses processus d′affaires et de les faire interagir entre eux. On se rapproche d′ordinateurs vides d′applications connectés à Internet où le travailleur accède à toutes ses applications en ligne, une fois son identité authentifiée.
Plus efficace
"La crise ne devrait pas freiner cette tendance, bien au contraire", assure Pascal Veilleux, ingénieur spécialisé dans l′optimisation industrielle et cofondateur de NSI Solutions, qui aide les entreprises dans cette transition.
"Le marketing, l′ingénierie, la sous-traitance ne sont plus cloisonnés entre les murs de l′entreprise. Les services en ligne permettent d′optimiser les processus d′affaires tout en limitant leurs investissements dans des infrastructures informatiques et leur coûteuse maintenance." Libérées de cette contrainte, les PME pourront se concentrer sur leurs activités courantes.
Cela va au-delà d′une question d′argent, assure-t-il, car "c′est un véritable changement dans la culture de travail". L′autre avantage est la flexibilité. "On ne paie que pour ce qu′on utilise. Si on veut plus de fonctions, on paie plus", résume Martin McNicoll, président fondateur d′IT-Ration, Conseil qui offre des solutions hébergées en ligne. "L′entreprise peut grandir avec le logiciel, qui est toujours à jour."
Ces avantages, Anthony Lacopo, président et chef de la direction d′Utopia Image, de Laval, en profite depuis deux ans. "Nous voulions travailler plus rapidement avec nos clients, sans que cela se répercute sur leurs infrastructures. Là, ils n′ont rien à faire, tout est automatisé. On peut lancer des projets beaucoup plus rapidement. Et une fois que c′est installé, on s′y habitue très vite", dit-il.
L′un des écueils qui guettent les PME est de croire qu′elles pourront facilement utiliser les SaaS. "C′est vrai pour des petites applications, assure Pascale Veilleux, mais elles auront besoin de spécialistes si elles veulent aller plus loin dans l′intégration et la personnalisation de ces services. Quant à toucher au cloud, qui permet de développer ses propres applications, c′est autre chose."
L′année dernière a été celle des grandes manoeuvres : les géants du Web (Google, Salesforce.com ou Amazon) ont séduit les utilisateurs, et les poids lourds de l′informatique, comme Microsoft ou IBM, ont investi pour améliorer leurs services en ligne. Les alliances se sont multipliées. Les plateformes et les offres ont foisonné, semant la confusion.
L′année 2009 sera sans contredit celle du cloud. Et les entreprises québécoises de ce secteur ont des occasions à saisir, comme l′affirme Nicole Martel. "C′est un marché à fort potentiel. D′autant que les grandes entreprises demanderont de plus en plus à leurs fournisseurs d′être branchés. Nos PME sont les mieux à même de relever le défi d′équiper les PME québécoises, difficiles à atteindre." Pour pénétrer ce marché, les grands acteurs des services en ligne devront s′allier à des distributeurs locaux. "C′est aussi une chance pour nos entreprises d′exporter leurs solutions à l′international et de continuer à se développer."
June 2008
Vidéotron Ltée has noticed a considerable increase with the quality of work executed by its technical teams as well as an increase with its customer satisfaction thanks to Utopia Image solutions and the utilization of the UI Contact portal.
April 2008
Anthony Lacopo, president and founder of Utopia Image, was elected to Laval Technopole' Board of Directors.
August 2007
Utopia Image has filed a patent application for the innovation with its UI Contact portal.
Learn more about what we can do for you.
Contact Utopia Image today.
