The Problem

Agent desktops often resemble air traffic control screens, because of the many applications that have been added during a call center’s evolution. Navigating the clutter and retyping information into these multiple applications slows the interaction, increases the chance of errors, and ultimately increases costs.

The Solution

Upstream Works’ UpStart family of solutions automate multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs. We address the gap between single application automation solutions from telephony vendors and the “unified desktop” solutions.

Though ROI is easily justified based on agent handle time reductions alone, the customer history and knowledge tools support First Call Resolution to reduce the total number of calls. Integration of UpStart with UpTake automates First Call Resolution tracking, backed up with call by call performance data.

Benefit Highlights

• Multiapplication automation of any number/type of existing desktop applications
• Reduce handle time by 20-30 seconds
• Deploy in weeks, ROI typically less than 6 months
• Fully blended phone/email/chat support
• Rich set of agent tools to solve real world interaction problems