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Uptivity

Uptivity (formerly CallCopy) Discover Suite, the award-winning workforce optimization solution from ShoreTel Innovation Network member Uptivity, provides organizations with a window into their contact center performance. It enables organizations to fine-tune customer service based on data and information resources already available in their operations. Delivering innovative, easy-to-use call recording (blending TDM and VoIP), quality management, screen capture, speech analytics, performance management and workforce management capabilities, Uptivity Discover Suite helps organizations determine why customers contact them, and make improvements and enhancements based on those learnings.

Features

  • Certified ShoreTel telephone recording
  • Desktop screen recording
  • Quality management tools included
  • Intuitive design, easy to use
  • IVR and Web-based surveys

Benefits

  • Improve quality of telephone agents
  • Increase efficiency of telephone agents
  • Raise customer satisfaction, reduce customer churn
  • Increase sales conversion rates
  • Resolve disputes and comply with industry regulations