UpTake Customer Care Analytic Family

A family of performance management and analytics solutions driven by the customer experience and its relationship to every person and every touchpoint that contributed to it. UpTake’s revolutionary Contact Sentry technology provides an unbiased single view of the truth, capturing the customer journey in real time. Instead of managing unconnected calls, you guide your agents and improve your processes such that first contact resolution is achieved as efficiently as possible.

UpStart Agent Desktop

UpStart automates and coordinate multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs. UpStart acts as an interaction assistant for the agent, by providing customer call information, control, tools and ready access to knowledge in a responsive and easy to use interface. Through UpStart, agent tasks are automated, speeding up your call processes and minimizing chances of manual mistakes.

Call Management Automation Server

Our Call Management Automation Server (CMAS) is a call center middleware solution that unifies the call center infrastructure and applications to provide high level functionality through centralized monitor and control. CMAS capabilities and applications include:

• Monitoring the call and the interaction in real time (analytics/reporting)
• Driving behavior of other applications based on phone events (server based call control/CTI)
• Affecting the call flow (specialized routing)
• Relaying and preserving call data between sites and/or hosted infrastructure (multisite integration/CTI)
• Integrating otherwise incompatible components (technology migration/preservation)

Easy Reach Outbound

A progressive/preview dialer that offers outstanding value for outbound activity. EasyReach allows contact centers to blend inbound and outbound activity, automatically generating outbound calls during inbound lulls.

Visual Queue

Visual Queue replaces the Automatic Call Distributor (ACDs) for contact centers that use agents with specialized skills and knowledge. Unanswered calls are displayed on all agent desktops with a customer identifier and call reason. Agents choose which call to pick from the display and the call is then presented to the agent. This feature allows for improved handling of priority calls and better matching of an agent’s skill set to the type of call.

Upstream Works IVR

Upstream Works can provide a range of IVR options, from 4 -1000 ports, for solutions from digit collection and automated survey, to rich self service applications.

Community Workforce Management

Through our partner the Workforce Management Software Group, we are pleased to offer the low cost/high value leader in WFM, Community. Community supports the most sophisticated scheduling needs, including multisite and multichannel, in an extremely easy to use web based interface.

Novo Call/Screen Recording and Quality Monitoring

We are pleased to offer agent monitoring solutions from our partner Novo. NovoLog is a suite of flexible and reliable recording solutions designed for contact centers seeking to record, archive, retrieve, and share customer interactions. NovoValue adds quality monitoring and agent evaluation to NovoLog.