Uptivity Case Studies

You want to hear real stories from real companies about how they implemented Uptivity solutions. Learn more about each one in the following case studies.

Avaya (Mohawk Industries)

Improving Performance, Refining Processes, Calibrating Quality

This case study looks at how one organization was able to improve employee/customer satisfaction, AHT, and FCR through a joint Uptivity and Avaya solution.  This solution allowed the company to:

  • Increase employee and customer satisfaction.
  • Lower average handling time (AHT) and increase first call resolution (FCR).
  • Reduce technician training time by 40 percent using Uptivity desktop recordings in the classroom.
  • Enhance the supervisor calibration process through more consistent quality management scoring.
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Avaya (UCB)

United Collection Bureau (UCB), headquartered in Toledo, Ohio, has been providing excellent debt collection and accounts receivable management services for more than 50 years. With the economic downturn causing more creditors to turn to UCB to collect on outstanding debts, technology has become a vital role in helping UCB be more effective and efficient. UCB had deployed a competitor’s call recording and quality monitoring solution to work alongside its Avaya Communications Manager. However, continued lack of call handling capability and failure to integrate with its predictive dialer caused UCB to reconsider its solution.


This case study looks at how UCB was able to implement an Uptivity and Avaya solution to achieve:

  • Increased staff and client satisfaction
  • Improved call handling and routing
  • Regulatory compliance
  • Improved operating efficiency and reduced TCO
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Blue Jackets

The Columbus Blue Jackets, a team in the National Hockey League (NHL) and based in Columbus, OH, wanted a solution that could clearly record calls so training could be conducted with the proper context and staff members could hear their own voices.

This case study looks at how the Columbus Blue Jackets were able to improve training effectiveness, gain visibility of agent performance and improve customer satisfaction.  This solution allowed the company to:

  • Gain greater visibility of agent performance
  • Improve training effectiveness
  • Improve sales team satisfaction
  • Improve customer satisfaction
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Cisco (Blue Jackets)

This case study looks at how one organization was able to improve training effectiveness, gain visibilty of agent performance and improve customer satisfaction through a joint Uptivity and Cisco solution.  This solution allowed the company to:

  • Gain greater visibility of agent performance
  • Improve training effectiveness
  • Improve sales team satisfaction
  • Improve customer satisfaction
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Cisco (DePaul)

This case study looks at how a university was able to reduce average handling time (AHT), remove long handle time calls, increase acceptance rate and satisfaction and much more through a joint Uptivity and Cisco solution.

This solution allowed the company to:

  • Reduce AHT by 40 seconds
  • Remove long handle time calls
  • Increase call acceptance rate by 10%
  • Increase satisfaction from 77% to 93%
  • Improve FCR from 79% to 92%
  • Implement a two-tiered handling system
  • Decrease call abandonment by 66%
  • Decrease average wait time by 71 seconds
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Cisco (StellarOne)

This case study looks at how a financial institution was able to increase client satisfaction, gain visibility into agent performance and increase contribution to the bottom line through a joint Uptivity and Cisco solution.  

This solution allowed the company to realize:

  • Increased client satisfaction
  • Visibility into agent performance
  • Skilled agent development
  • Increase contribution to bottom line
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DePaul University

DePaul University, the largest Catholic university in the United States, and one of the nation's ten largest private universities, was looking to transition from a traditional office environment to a full-functioning contact center.  This Chicago-based university wanted to improve the standard of their customer service when managing a high volume of incoming calls.

This case study looks at how DePaul was able to reduce AHT, remove long handle time calls, increase acceptance rate, increase satisfaction and much more.  This solution allowed the company to:

  • Reduce AHT by 40 seconds
  • Remove long handle time calls
  • Increase call acceptance rate by 10%
  • Increase satisfaction from 77% to 93%
  • Improve FCR from 79% to 92%
  • Implement a two-tiered handling system
  • Decrease call abandonment by 66%
  • Decrease average wait time by 71 seconds
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Elderhostel

This case study published in the January 2009 issue of CRM Magazine outlines Elderhostel's implementation of an Uptivity call recording and quality monitoring solution.

Elderhostel is a not-for-profit education traveling company based in Boston. Using Uptivity’s call recording solution, Elderhostel was able to:

  • Record 100 percent of its inbound and outbound calls.
  • Improve its employee performance scores by 10 percent.
  • Monitor trends that could affect customer travel plans.
  • Maintain morale among contact center agents.
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George Washington Medical Faculty Associates

George Washinton Medical Faculty Associates (GWMFA) provides comprehensive, innovative medical care through its team of 800 doctors in 51 medical specialties at its main University campus in Washington, D.C. as well as many other locations.  Despite GWMFA's modern treatment and technologies, its call center had become somewhat outdated.  They needed a solution to provide an optimal patient experience by ensuring a high-quality interaction and consistency in every call.

This case study looks at how GWMFA was able to see a dramatic increase in customer service efficiency and reduce the average call handling time by a full 90 seconds.  This solution allowed the organization to:

  • Enhance customer service delivery
  • Improve objectivity in agent evaluation
  • Identify agent training needs
  • Improve agent performance
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GreenPath Debt Solutions

GreenPath Debt Solutions, one of the nation's largest and most-trusted non-profit credit counseling services, wanted a solution to achienve 100% reliable, high-quality call recording and a quality management (QM) system to ensure their agents deliver the utmost in quality care.

This case study looks at how GreenPath was able to maintain 100% call recording, eliminate cumbersome spreadsheets, and improve agent training and performance.

This solution allowed the company to achieve:

  • 100% call recording
  • Dependable call review capability
  • Seamless integration with telephony
  • Elimination of cumbersome spreadsheets
  • Advanced reporting capabilities
  • Maximum efficiency in call data analytics
  • Improved agent awareness of standards
  • Ability to identify agent training needs
  • Improved agent training and performance
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Mohawk Industries

Mohawk Industries, a leading supplier of flooring for both residential and commercial applications, wanted to improve the quality and consistency of the service its internal IT help desk provides to employees.

This case study looks at how Mohawk was able to improve employee/customer satisfaction, AHT, and FCR by leveraging an Uptivity solution. This solution allowed the company to:

  • Increase employee and customer satisfaction.
  • Lower average handling time (AHT).
  • Increase first call resolution (FCR).
  • Reduce technician training time by 40 percent using Uptivity desktop recordings in the classroom.
  • Enhance the supervisor calibration process through more-consistent quality management scoring.
Read More

ShoreTel (StepChange Debt Charity)

StepChange Debt Charity (SCDC) is the United Kingdom’s leading debt charity. SCDC helps individuals and families solve their debt problems through a free telephone service, operating through 10 regional centers, and SCDC Debt Remedy, an anonymous online counseling service. Based on proven practices, SCDC provides confidential, impartial, and realistic debt advice.

This case study looks at how Step Change Debt Charity is able to streamline call center operations by leveraging an Uptivity and ShoreTel solution, resulting in:

  • Increased client and staff satisfaction
  • Improved call routing and handling
  • Greater visibility of agent performance
  • Improved advice-service provision
Read More

StellarOne Bank

StellarOne Bank, one of the largest independent commercial banks, headquartered in Virginia, is in a position to offer broader services and more convenience to its clients. A strategic goal of StellarOne's leadership is to deliver to its customers the highest level of excellence, partnership, and service possible.

This case study looks at how StellarOne was able to leverage an Uptivity solution to achieve:

  • Increased client satisfaction
  • Visibility into agent performance
  • Skilled agent development
  • Increased contribution to the bottom line
Read More

StepChange Debt Charity

StepChange Debt Charity (SCDC) is the United Kingdom’s leading debt charity. SCDC helps individuals and families solve their debt problems through a free telephone service, operating through 10 regional centers, and SCDC Debt Remedy, an anonymous online counseling service. Based on proven practices, SCDC provides confidential, impartial and realistic debt advice.

This case study looks at how StepChange Debt Charity is able to streamline call center operations by leveraging an Uptivity solution, resulting in:

  • Increased client and staff satisfaction
  • Improved call routing and handling
  • Greater visibility of agent performance
  • Improved advice-service provision
Read More

United Collection Bureau

United Collection Bureau (UCB), headquartered in Toledo, Ohio, has been providing excellent debt collection and accounts receivable management services for more than 50 years.  With the economic downturn causing more creditors to turn to UCB to collect on outstanding debts, technology has become a vital role in helping UCB be more effective and efficient.  UCB had deployed a competitor's call recording and quality monitoring solution.  Howerver, continued lack of call handling capability and failure to integrate with its predictive dialer caused UCB to reconsider its solution.

This case study looks at how UCB was able to increase staff and client satisfaction along with improving call handling and routing.  This solution allowed the company to:

  • Increase staff and client satisfaction
  • Improve call handling and routing
  • Ensure regulatory compliance
  • Improve operating efficiency and reduce TCO
Read More