The right solution for every client, every time, delivered with unparalleled customer service
We stand by our mission every step of the way, beginning in the sales process and continuing through the long-term relationships we establish with our many satisfied customers. We make your needs our priority.
Uptivity, formerly CallCopy, is one of the fastest-growing companies in the contact center workforce optimization and management industry. Our momentum is fueled by successful installations and satisfied customers. As the range of industries we serve continues to expand, our solution suite grows accordingly. We are always evaluating new technologies that will provide greater efficiencies to the users and administrators of our systems, and our business development team is keyed into the ebbs and flows of the markets we serve.
The Uptivity Discover Suite was designed and developed by contact center industry veterans. Uptivity’s founders worked with multiple workforce optimization suites in contact centers across the globe. However, they recognized that, of all the applications installed, not one of them had the capacity to scale quickly and affordably to accommodate the changing needs of the clients. For example, a system that was installed for 100 percent call recording could not convert to a system for random monitoring and desktop recording. Nor could those systems blend the various recording and quality management needs into a single system that could accommodate multiple clients.
Once a market niche was identified, the team began planning the development of Discover. After securing the rights to the software they planned to develop, the founders set to work, building focus groups to identify the likes, dislikes, and unfulfilled needs inherent in existing recording applications. They collected data from a wide range of contact center employees serving diverse markets. The Discover features list was born from this data. The end user was a key consideration in every phase of design, and the finished product was an easy-to-use, feature-rich application.
The first release of Discover was field-tested, and proved to be stable at enterprise and SMB scales. So the founders then enlisted the initial team to launch Discover, recruiting executives with the experience needed to successfully market, sell, and support Discover.
Today, Uptivity continues to gain market share, with a modern, unified workforce optimization and management solution for enhancing agent performance and driving strategic business goals. The solution system offering has continued to evolve and be refined. Its utility value is demonstrated in the continuing rapid customer growth that Uptivity has enjoyed. The firm has been recognized as the most successful vendor in the WFO market, continuing innovation that focuses on delivering benefits to customers, as acknowledged in DMG Consulting’s 2012-2013 Workforce Optimization Product and Market Report.
Uptivity envisions a best-in-class solution suite with speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, and workforce management and satisfaction surveys. So Discover's capabilities, facilities, and components are unified by a single user interface designed to be intuitively easy to learn and use, providing an interlaced, workflow-based user experience that shares data across functions seamlessly to maximize workflow and reporting efficiency and effectiveness. The WFO suite continues to evolve into a complete, flexible solution with distinct added value because of unparalleled customer service from in-house staff and ongoing technical support and consulting services for tailoring the solution to meet each customer’s unique business needs.