The Problem

As call centers evolve over time and through acquisitions, incompatible technology from multiple vendors makes it increasingly difficult to add advanced functionality. To date, the choices have been to make do or change major portions of your infrastructure in one go.

Neither option is attractive. Simply making do means that customer care and efficiency suffer. A “rip and replace” is expensive, lengthy, disruptive, and high risk.

The Solution

Upstream Works can bring the advanced functions of a technology refresh to what you have today. And, if you are looking to change underlying technologies, we make it practical to retain otherwise incompatible components, and insulate the applications – turning the “big bang” into a much lower risk staged rollout.

Our Call Management Automation Server (CMAS) is an advanced integration platform designed to unify and automate a contact center. It is a virtual “Swiss army knife” that addresses problems in a contact center that should be easy to solve, but are not. CMAS creates a common language for your technology, to provide unified monitoring and control. Overlaid are capabilities to address call center needs such as:

• Legacy PBX to VOIP migration
• Cloud IVR screen pop /data integration
• Virtualized desktop CTI (Citrix, Windows Remote Desktop)
• Last Agent and Directed Agent Routing
• Visual Queue call pick
• Outbound Preview and Progressive dialing
• Call Recording/Quality Monitoring integration

Through the modular and adaptable architecture of CMAS, custom solutions can be created to meet your unique business needs.

More solutions made possible through CMAS can be found in the section Complete Portfolio.

Benefit Highlights

• Large catalog of standard connectors enables quick deployment
  
• Multisite capabilities to unify sites and bring on-premise capabilities to hosted infrastructure
  
• Powerful vendor independent server based third party CTI