Upstream Works’ UpStart family of solutions automates and coordinate multi-application 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.
UpStart bridges the gap between single application agent desktops from telephony vendors and “Unified Desktop” solutions.
UpStart’s Agent Desktop supports First Call Resolutions (FCR) to reduce the total number of calls by achieving customer satisfaction during the first interaction. First Call Resolution offerings automatically capture whether the customer actually calls back for the same issue. UpTake employs Upsteam’s revolutionary Contact Sentry technology to track every contact, and measures FCR in real time. FCR metrics are backed up with the most extensive and relevant data in the industry for First Call Resolution root cause analysis.
FCR is relevant to everyone from the agent to the executive with a suite of tools suited to each role. Executive dashboards, performance management, interactive analytics, reports – all driven by First Call Resolution.
Hiscall, Inc. can help with all your business communication needs. For more information about Upstream Works please call your Hiscall, Inc. Account Consultant directly, visit https://hiscall.com/ or call 866-740-7771.
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