Customer care driven by intelligence

We create the intelligent contact center. From the top down and from the bottom up, we provide the only end to end suite of contact center intelligence products available, with industry leading time to value. Find out more about Contact Intelligence and Contact Response solutions here.

Manage from the top down and the bottom up

	Improve First Call Resolution with the UpStart Experience Suite Automatically capture data from contacts, customers and agents to improve your first call resolution rates. The UpStart Experience Suite gives you 4 ways to measure FCR and guides you through the ongoing improvement process, helping to identify specific issues and overall trends and patterns that increase repeat calls and impact your company's bottom line revenue. Read More on 4 Ways to Measure First Contact Resolution
	Track First Call Resolution rates with eMedia UpTake Having customers call you back can account for up to 30% of a call centers volume, and is a prime source of customer dissatisfaction. The happiest customers are those who have their problem resolved correctly the first time. With eMedia UpTake, information is collected from all sources and made available to the contact center for first call resolution determination. Read More on Tracking First Call Resolution Rates
	Upstream Works brings increased revenue to home security corporation Voxcom, a major supplier of home and business security alarms, launched a cross promotional partner program to increase sales. Their challenge was to maximize the potential of their sales and marketing initiatives, without having to invest a large sum of dollars in brand new infrastructure for their call center. Voxcom approached Upstream Works to provide call management automation to cope with the sudden increase in volume. As a result, sales increased by 10% and inbound calls were shortened by 15 to 30 seconds on average. Read More on Increasing Revenue
	eMedia UpStart wins product of the year honors eMedia UpStart, an agent operating environment has won product of the year honors from Customer Interaction Solutions magazine. UpStart changes the way agents work by recognizing that first call resolution and customer satisfaction improvement starts at the agents desk. By providing each agent an integrated suite of knowledge tools, information is provided when needed to solve customer problems. Read More on Product of the Year