Our best in class, hosted contact center technology delivers unparalleled capabilities in multi-channel communication, self-service and operational management.
The foundation of the UpSource technology infrastructure is the latest in a convergent communications platform from Avaya delivering 100% VOIP communication that is SIP enabled to provide the greatest security at the lowest cost. In conjunction with Avaya’s telecom infrastructure, UpSource provides customized self service capabilities through the Avaya Voice Portal which enables self-service through interactive voice and video services.
UpSource uses Instant Service from ATG to support email and chat handling. Instant Service enables agents with a rich set of tools for proactively engaging customers and ensuring consistency in interaction with templates and integrated knowledge base components.
This rich technology infrastructure provides a superior platform for enabling agent effectiveness and quality control to achieve increased revenue and one call resolution. Beyond using this technology infrastructure to deliver service to our customers, UpSource offers this technology as a hosted solution. A hosted contact center solution offers that ability to deploy best in class technology for a greatly reduced capital investment and on-going IT support fees.
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