News : Uptivity Releases its Uptivity Discover Suite Version 5.3
COLUMBUS, Ohio, Dec. 5, 2013 -- Uptivity (formerly CallCopy), a provider of workforce optimization solutions, releases a new version of the Uptivity Discover Suite, the company's 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."
"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."
Posted by Veronica Silva Cusi, news correspondent
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inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Friday, December 6, 2013