Update introduces gamification, expanded ad hoc reporting and customer-influenced features
COLUMBUS, Ohio, Dec. 5, 2013 /PRNewswire/ -- Uptivity (formerly CallCopy), a leading provider of workforce optimization solutions, today released a new version of the Uptivity Discover Suite, the company's award-winning workforce optimization solution for contact centers. Enhancements in version 5.3 include a new gamification platform, expanded ad hoc reporting and new customer-driven features.
Discover's gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the "Leaderboard", as well as list of the available ways they can earn more points. The competition and positive reinforcement are designed to boost productivity, morale and agent retention. Games can award points automatically, and managers can also customize incentives and award points manually.
"Gamification is a powerful way to rally agents behind organizational goals," said Matt Madzia, vice president of research and development at Uptivity. "Especially for Millennials who grew up with online games and social media, our new platform channels the fun, rewards and competition of gaming into greater accountability and performance."
In addition to gamification, version 5.3 introduces significant updates to Discover's ad hoc reporting capabilities, which were first launched in version 5.2. Ad hoc reporting allows analysts and power users to quickly create custom, reusable reports through an easy-to-use drag and drop interface. Users control not only what data is categorized in their reports, but also control how the data appears. Reports can be displayed in RDL format and interactive HTML pages, or they can be exported to formats compatible with Microsoft Excel, Microsoft Word and Adobe software.
Available data sources in the initial offering in version 5.2 included recordings, quality management, workforce management and satisfaction surveys. Version 5.3 expands on this to include data related to speech analytics and gamification, and significantly expands the data points that may be reported. Furthermore, reports can now cover customizable time periods, allowing users to observe trends over daily, weekly, monthly, quarterly or yearly blocks. Reports can also be generated on a subscription basis, ensuring that managers and analysts get consistent data delivered to them on a regular basis.
Finally, version 5.3 also includes several new features requested by customers at Connect, Uptivity's annual user's conference. One such feature is "Cradle-to-Grave" recording, which connects various segments of an interaction into a single record when a caller is transferred between multiple agents, making it much easier to gain a complete understanding of the customer experience. In addition, Discover will now save quality assurance forms in progress, allowing managers to pause and return to a QA evaluation without losing their work.
"Overall, the new features in 5.3 recognize that efficiency, performance and organizational goals can be met when the systems that motivate agents and track progress are aligned and visible," said Patrick Hall, co-founder and chief marketing officer of Uptivity. "These types of capabilities are ultimately why we decided to rename the company -we're offering organizations tools to get the most out of every agent."
Access to the latest release is available to all Uptivity customers with a current Annual Maintenance Contract. To learn more about the Uptivity Discover Suite v5.3, visit http://www.uptivity.com/products.
What boosts the bottom line for any company with a contact center? How about getting the best that every agent can deliver from their first day on the job and constantly optimizing contact center management and performance for a better understanding of the customer? Only Uptivity gives you the tools you need to enhance customer satisfaction and continuously improve every aspect of each step of every agent's life cycle. You get exactly what you need, thanks to a modern, integrated, and easy-to-use suite of tools that offers a unified system for workforce management, performance management, speech analytics and call recording. Unparalleled customer service and support from our in-house staff combine with a better bundle for a better value and a lower total cost of ownership.
Headquartered in Columbus, Ohio, and on the web at www.uptivity.com