Our Commitment: All Phone Systems, All Sizes, All Deployments

inContact believes in the power of workforce optimization to transform the customer experience. This has been Uptivity’s core mission for the past 10 years. This vision and the combination of our two growing and dynamic companies are both disruptive and exciting for the contact center market. But there is a lot of competition in this [...]

Apply Big Data Analytics to Improve Service Quality

Applying big data analytics in your contact center can improve your company’s success. Ongoing change in the business environment requires contact centers to be flexible in adjusting work processes to address new and emerging circumstances effectively and efficiently. One of Gartner’s recommendations of using big data analytics to improve the quality of interactions is by ensuring that [...]

5 Steps to Speech Analytics Success

Speech analytics and reporting are critical for understanding the effectiveness of your customer success team. However, many organizations still don’t have a concerted plan in place for gathering and analyzing data and benchmarking success utilizing speech analytics. In their recent “Inner Circle Guide to Customer Contact Analytics,” ContactBabel highlighted Uptivity’s five key steps for speech [...]

Uptivity Discover Suite Completes Avaya Compliance Testing

As a loyal Technology Partner in the Avaya DevConnect program, we are thrilled to announce that the Uptivity Discover Suite has completed a new round of compliance testing with key contact center solutions from Avaya. Recently, Avaya compliance-tested Discover and found our award-winning suite is compatible with Avaya Aura® Application Enablement Services 6.3.

Uptivity is proud [...]

Why Is Workforce Optimization Important For Your Contact Center?

Workforce optimization (WFO) systems enable enterprises to be more successful by using tools that help improve service quality such as contact center performance management, quality management, workforce management, e-learning/coaching and interactions analytics/IVR Survey. (Source: Gartner Presentation, Changing Role of Workforce Optimization, Gartner Customer 360 Summit, May, 2014) These capabilities help contact center agents deliver better [...]