Buyer's Guide Directory
Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.
Altivon builds some of the largest, most complex contact center solutions. We focus on understanding your needs first and foremost, then design, deploy, support and evolve the best-fit solution. Altivon has focused exclusively on delivering contact center solutions for more than 25 years.
Keeping up with contact center technology and trends can be daunting. Altivon can help you form and execute your strategy for elevating customer experience, enhancing employee engagement and evolving operations. Our project teams consist of best in class project managers, solution architects, application consultants, implementation engineers, software developers, quality engineers and trainers. These individuals are certified on key technologies and are expert in their deployment.
Give your customers choice and flexibility. Reduce their effort with solutions built around self-service, callbacks, process automation and more. Give your agents greater insight into the customer journey and leverage real-time analytics to guide complex interactions. Get the most out of your operation through performance monitoring and workforce management.
Founded in 1989, Altivon operates across North America with deployments internationally. We have delivered contact center solutions based on leading contact center technologies since 1997. We are the only Genesys partner to deploy solutions on all their technology platforms--PureEngage, PureConnect and PureCloud.
Cicero provides desktop activity intelligence and improvement software to measure and manage how people, processes, and technology work together in the contact center and back office. Leveraging a suite of “sensors,” Cicero Discovery’s desktop analytics and automation software collects any desktop activity, automates processes, and supports Big Data initiatives by capturing the customer journey at various touch points. This allows organizations to focus on areas for improvement in business processes, compliance, training, and application usage. Cicero XM improves contact center and back office performance by integrating, automating, and presenting information. Cicero helps customers such as Nationwide and UBS perform to their potential and rapidly build enterprise value by reducing cost, improving operations and increasing employee productivity.
Learn more about:
Desktop Analytics: http://www.ciceroinc.com/cicero-solutions/cicero-desktop-analytics/
Desktop Automation: http://www.ciceroinc.com/learn/capabilities/desktop-automation/
Agent Desktop: http://www.ciceroinc.com/cicero-solutions/cicero-xm-smart-agent-desktop/
Cicero customers are realizing immediate results and returns on investment including:
• Increasing Productivity 30%
• Improving the customer experience
• Shortening training time 20%
• Increasing employee retention by 30%
• Enforcing compliance such as PCI, HIPAA