Contact Centers: Upstream Works And Novo Technologies Deliver Tools For First Call Resolution In Contact Centers
Upstream Works software, providers of first call resolution solutions for contact centers, and Novo Technologies, manufacturer of digital and IP voice recording, quality monitoring and voice content management solutions, have partnered to create an integrated software that provides an array of advanced applications for first call resolution (FCR).
Novo Technologies call recording and quality monitoring software - NovoLog and NovoValue - were integrated into the existing Upstream Works line of agent tools and analytics - UpStart and UpTake. The solution provides agents with knowledge and customer data enabling them to improve FCR rates, to validate customer claims and disputes immediately and to enhance customer satisfaction.
The combined technology provides businesses with a complete and definitive view of contact center customer interactions, empowering organizations with valuable business intelligence to understand the customer experience and optimize their overall performance.
About Novo Technologies:
Novo Technologies, a privately held corporation, is an innovator in the development of digital and IP voice recording, quality monitoring and voice content management solutions. Our team of professionals has been dedicated to creating innovative software tailored to meet the specific requirements of the contact centres, public safety and justice markets. Our suite of integrated solutions offers organizations scaleable and adaptable applications to empower them with the best tools to maximize their resources and optimize productivity. Novo Technologies continually adds layers of intelligence to its products to help businesses meet challenges faced in today's fast evolving markets.
About Upstream Works:
Upstream Works delivers contact center solutions for companies that view their customer service as a strategic competitive advantage and want to improve both their existing infrastructure and their satisfaction ratings. Upstream Works improves connectivity among all facets of a business, providing immediate access to key customer data and empowering agents to resolve customer issues efficiently while in compliance 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 call center more productive and increases customer satisfaction ratings. www.upstreamworks.com
SOURCE: Upstream Works software