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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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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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
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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
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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