Agent Desktop | Upstream Works

By: Upstream Works  09-12-2011

The Problem

Agent desktops often resemble air traffic control screens, because of the many applications that have been added during a call center’s evolution. Navigating the clutter and retyping information into these multiple applications slows the interaction, increases the chance of errors, and ultimately increases costs.

The Solution

Upstream Works’ UpStart Interaction Hub for Agents automates multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs. We address the gap between single application automation solutions from telephony vendors and the “unified desktop” solutions.

Though ROI is easily justified based on agent handle time reductions alone, the customer history and knowledge tools support First Contact Resolution to reduce the total number of calls. Integration of UpStart with Business Interaction Manager automates First Contact Resolution tracking, backed up with call by call performance data.

Benefit Highlights

  • Multiapplication automation of any number/type of existing desktop applications
  • Reduce handle time by 20-30 seconds
  • Deploy in weeks, ROI typically less than 6 months
  • Rich set of agent tools to solve real world interaction problems

Other products and services from Upstream Works


Performance Management | Upstream Works

They integrate with virtually any call recording system, so you can select calls for quality monitoring based on a combination of agent performance criteria (FCR, AHT, transfers) and call reason. Business Interaction Manager measures agent performance by call reason, and ACD skills to identify training and compliance gaps that lead to repeat calls and long handle time.


Solutions | Upstream Works - First Call Resolution

As contact centers evolve over time and through acquisitions, incompatible technology from multiple vendors makes it increasingly difficult to add advanced functionality. Our Performance Management solutions add the dimensions of call reason and FCR, so your agents can be coached and trained on how they resolve specific types of calls.


Business Interaction Management | Upstream Works

Business Interaction Management gives you the window into information you can use right up and down your organization – providing actionable KPIs to your executives, helping supervisors to improve agent performance, and empowering agents to improve personalized service. Plus, you’ve got mountains of siloed data that represent three divergent points of view: the customer’s, the agent’s and the more neutral device or technology viewpoint.


Analytics | Upstream Works - First Call Resolution

The alternative has been dashboard tools that dress up the same old contact center efficiency statistics, without providing any analytic insight into the relationship between contact center actions and customer outcome. For the contact center, this means gaining insight into customer and agent behavior, and using it to reduce costs and increase revenue through increased sales and customer satisfaction.