The Problem

Businesses with call centers in multiple locations face special challenges in providing seamless service. Customers are all too often asked to repeat information and reverify their identity as they are shuttled from one location to the next. Getting the customer view for transferred calls and relating it to the customer experience can be seen as too complex to attempt.

Different sites cannot be managed to the same standard, as the systems are not compatible. This is especially crucial when employing outsourcers, where cost reductions will not be realized and reputation will suffer if calls are deflected, poorly handled or not resolved.

The Solution

Upstream Works can make multiple sites act as one for customer care. Our Call Management Automation Server (CMAS) links multiple sites, and acts as a conduit for customer care data. Information gathered at the first site is used to automate the Agent Desktop at the second site, giving that second agent a view of the customer experience to date.

UpTake provides direct comparisons of every agent at every site, even if the locations have different technology. It captures the true customer experience regardless of the call path, giving multisite First Call Resolution measurement and transfer reporting.

Benefit Highlights

• Multisite CTI preserves information gathered at first site for screen pop and automation of the next
• The full UpTake suite is available for multisite environments
• Interconnect Cisco, Avaya and Nortel infrastructures, with a wide range of network topologies supported
• Multisite Customer History provides a central store for the customer experience