Aditya Birla Minacs

Serge Therrien Director, Strategic Systems Resource Planning
Professional Services Organization

Business: Outsourcing of customer contact and customer relations management solutions.

Environment: 3 call centers, of which 2 are Avaya environments and the other is Nortel. There are approximately 250 active agents. One large center, which serves General Motors, is located in Oshawa.

Application: Minacs employs a broad range of eMedia CMAS integration functionality including universal queue, Web, IVR and desktop integrations. The primary applications are handling inbound calls directly or through an IVR and some preview dialing. Minacs uses CTI to identify the caller and pass data to the application. They then use DNIS to pop the appropriate Siebel or Visual Basic application.

One mission critical application screens and passes only certified IVR electronic signatures to the agent.

The Upstream solutions have been in use at Minacs for 2 years. They have successfully integrated into a Citrix environment, where the CTI server talks directly with the Citrix server and pushes the screen to the agent’s “light” workstation. Upstream developed and implemented the Citrix interface in less than 2 months.

Perspective: “Minacs previously reviewed Callpath and Genesys. We consider Upstream much more flexible and responsive in Minac’s changing, demanding environment.”

“At Upstream, everybody is knowledgeable. If an “engineering level” problem is identified, the larger corporations will usually be able to resolve it within 3 ­ 6 months, where Upstream will address it in days.”

“The most recent installation of Upstream Works at a new center took one day. They are really a phenomenal company.”

Upstream Works Software Ltd.
8000 Jane Street
Tower A; Second Floor
Vaughan, Ontario
L4K 5B8
Canada

Phone: 1 (905) 660-0969
Fax: 1 (905) 660-8769
Toll Free: 1 800-808-5220
Sales Inquiries: sales@upstreamworks.com
All other inquiries: info@upstreamworks.com