Business Interaction Management | Upstream Works

By: Upstream Works  09-12-2011

The Problem

Available data is incomplete, inaccurate and not formatted. 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. These “three versions of the truth” all just reflect slices of an overall reality.

The Solution

Capture data as close to the source as possible eliminating the holes and inconsistencies of data silos. Interaction tracking allows you to combine data and interpret their value for your business. You’ll clearly see into an interaction and its processes, and benefit from a broader organizational view into interaction outcomes.

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.

Benefit Highlights

  • Ensures data is more rigorously auditable throughout an analysis process
  • Improve information flow up to the executive level
  • Eliminate the need for ETL
  • Lightening fast response time contact centers demand
  • Express contact center activity in terms of outcomes and business goals

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.


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.


Agent Desktop | Upstream Works

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. Upstream Works’ UpStart Interaction Hub for Agents automates multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs.