uptivity (formerly callcopy) - amazon s3 · 2014-04-23 · solution from avaya technology partner...
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Uptivity (formerly CallCopy)Unified Contact Center Workforce Optimization and Analytics Solution Suite
Contact centers measure success by how well customer expectations are met. To maintain the highest standards of service, contact centers – whether large or small – must monitor performance and pinpoint areas of excellence and improvement.
Uptivity Discover Suite, the award-winning,
enterprise-class workforce optimization
solution from Avaya Technology Partner
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,
quality management, screen capture,
speech analytics, performance
management and workforce management
capabilities, Discover helps organizations
determine why customers contact them,
and make improvements and
enhancements based on those learnings.
Uptivity Discover Suite, part of the Avaya
DevConnect Select Product Program,
enables users of Avaya telephony
solutions to optimize operational
efficiencies and maximize customer
satisfaction. Discover is certified to be
compatible with Avaya Aura®
Communication Manager and Avaya Aura®
Application Enablement Services.
• Communication Manager is an open,
scalable and highly reliable telephony
solution that provides centralized call
control for a resilient, distributed
network of media gateways and a wide
range of analog, digital and IP-based
communication devices.
• Application Enablement Services is an
enhanced set of Application
Programming Interfaces, protocols and
web services for application developers,
ISVs and system integrators providing a
new, open platform that supports
existing and next generation
applications and solutions.
Uptivity DMCC integration uses an Avaya-
certified software-only active VoIP-based
solution suitable for recording both VoIP
and TDM (digital and analog) phones.
Combining media redirection from Avaya
Aura Communication Manager with single
step conferencing eliminates the need for a
physical connection to the Uptivity server.
Using only a standard network connection,
the solution can record from VoIP and
Avaya digital phones without the overhead
of expensive hardware and wiring.
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A centralized solution
that blends TDM and
VoIP call recording,
Discover is easy-to-
use and administer. It
allows organizations
to implement
solutions that are
scalable enough to
meet a wide range of
uses, helping resolve
today’s needs while
adapting to meet
future needs.
Features
Discover is a unified suite of contact
center solutions that can be
combined or used separately as
contact center needs grow and
expand. The suite consists of:
• Uptivity Call Recording – highly
scalable call recording solution that
can grow and evolve with an
organization’s needs. It supports
VoIP, TDM and blended
environments, helping organizations
to seamlessly transition from
traditional TDM to VoIP.
• Uptivity Quality Management –
fully integrated quality management
module that enables users to score
calls while listening to and watching
the interaction recordings.
• Uptivity Coaching and Training –
agent coaching and training module
that enables users to build an effective
and customizable program to develop
highly-skilled and motivated agents.
• Uptivity Speech Analytics –
integrated Avaya Speech Analytics
module that identifies opportunities
to leverage business intelligence,
reduce corporate risk and improve
operational efficiencies.
• Uptivity Desktop Recording –
synchronized screen capture that
combines full motion video with audio
recordings to create a complete view
of customer interactions.
• Insight by Uptivity – flexible
performance management that
enables receiving near real-time
performance data so critical
information is available for immediate
action. A library of reporting widgets
allows users to tailor displays to
include recent transactions, current
issues, customer satisfaction, call
handling and QA metrics (FCR and
AHT), and RSS feeds.
• Uptivity Desktop Analytics – desktop
analytics solution that empowers
users to create contact intelligence
from data in desktop applications.
• Uptivity Surveys – hosted customer
satisfaction survey module to
capture the voice of the customer,
enabling enterprises to solicit
feedback directly from clients.
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Benefits
A single Discover installation can record
from analog, digital and IP handsets
alike, blending a mixed environment and
paving the way to a full VoIP migration.
Other benefits include:
• Highly scalable – a single server
installation can record up to 150
devices, including voice and screen,
while multiple servers can be
chained together creating a
distributed enterprise solution.
• Modular system – the core system
includes call recording, quality
management, coaching and training,
and API modules. Optional modules
are available for speech analytics,
desktop recording, desktop analytics,
performance management, workforce
management and satisfaction surveys.
• Straightforward design – Discover is
intuitively easy to learn and use, easy
to deploy and easy to support.
System Requirements
Depending on the configuration, Uptivity
Discover Suite may require Avaya Aura
Application Enablement Server 3.0 or
higher and Avaya TSAPI licenses.
Learn More
To learn more about Avaya solutions
and DevConnect technology partner
Uptivity, contact your Avaya Account
Manager or Avaya authorized Partner.
Or, visit us online at
www.devconnectmarketplace.com.
About Uptivity
What boosts the bottom line for any
company with a contact center? How
about getting the best that every agent
can deliver and constantly optimizing
contact center management and
performance for a better understanding
of the customer? Uptivity provides the
tools needed to continuously improve
every aspect of each step of every
agent’s life cycle and enhance customer
satisfaction. It delivers a modern,
integrated, and easy-to-use suite of
tools designed for the comprehensive
management of contact centers.
Uptivity empowers organizations to
gather business intelligence, which can
be leveraged to help maximize
operational performance, reduce
liability, achieve regulatory compliance
and increase customer satisfaction.
Uptivity is headquartered in
Columbus, Ohio.
For more information, visit
www.uptivity.com.
About Avaya DevConnect Select Product Program
The DevConnect Select Product
Program (SPP) offers a powerful
portfolio of compliance-tested, Avaya-
compatible products and services from
established DevConnect Technology
Partners. SPP products are handpicked
for the SPP portfolio based on their
strategic value and interoperability with
Avaya technology. SPP products
eliminate the hassle of managing
multivendor relationships and are easy
to order through the standard Avaya
order processes.
© 2014 Avaya Inc. All Rights Reserved.
All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.
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About DevConnectIn the Avaya DevConnect Program, registered membership is free to anyone and provides a wide range of developer resources, including APIs, SDKs, technical support and training. Enhanced Membership options offer higher levels of technical support, compliance testing and co-marketing benefits. To learn more or register for membership, visit www.avaya.com/devconnect.
About AvayaAvaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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