Upstream Works Software Ltd.

Upstream Works Software Ltd.

June 09, 2008 14:35 ET

UpTake 2.0 From Upstream Works-A Revolution in Call Center Analytics

Suite delivers rapidly deployable agent and management tools

VAUGHAN, ONTARIO--(Marketwire - June 9, 2008) - Upstream Works Software has released UpTake 2.0, a call center analytics solution that lets call centers answer the tough questions quickly and easily. UpTake 2.0 uses ContactSentry technology to immediately track every customer and agent interaction. It gives a variety of analytic views and delivers hard to capture metrics such as weighted cost per incident, First Contact Resolution and agent solve rate out of the box. It puts phone, email and chat interactions on a common footing, to compare performance of each channel, and measure FCR when an interaction crosses channels.

"Call centers today are drowning in data. It's difficult to get the meaningful business answers needed to manage the customer experience and improve agent performance. UpTake 2.0 makes it easy to do both," says Rob McDougall, President of Upstream Works. "To be able to answer questions like 'Whose the best at resolving these types of customer concerns?' or 'How long did this incident take to resolve?' or 'What is my FCR rate for this call reason' - and then to easily drill down to the exact interaction details - that's going to dramatically improve your ability to manage the call center and implement changes exactly where you need them."

UpTake 2.0 Standard provides over 70 drillable analytic views, while UpTake 2.0 Analytic puts the power to easily create customized views and reports into the hands of the call center.

About Upstream Works

Upstream Works delivers advanced contact center solutions for mid-sized businesses that view their customer service as a strategic competitive advantage and want to improve both their agent capabilities and their customer satisfaction ratings. The eMedia suite of products improves the connectivity among all facets of a business, providing immediate access to key customer data and empowering agents to resolve customer issues efficiently while in staying compliant with business rules. The result is a rise in first-call resolution rates that reduces customer churn, lightens the overall call volume and raises employee morale, which makes the business more productive and increases customer retention. For more info visit

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