Upstream Works Software, the leading provider of Business Interaction Management software, has been recognized by Ventana Research, a leading benchmark and research advisory firm, as the top vendor in the 2011 Hot Vendor Value Index for Customer Experience Management. Upstream Works secured the top position in a weighted evaluation for UpStart - Interaction Hub for Contact Centers application which was researched in the year long market and product study.
Interactions make up the substance of every customer relationship, and define how and where a company should allocate its resources to increase customer life time value and to decrease operational costs. UpStart provides visibility, accountability and control over every customer interaction.
Rob McDougall, President of Upstream Works, comments,“We’re extremely pleased to be named Hot Product of the year in Customer Experience Management. We have always focused on providing value not only to the business, but directly to the CSRs using the system. This recognition validates our solutions and ability to deliver market leading, relevant applications.”
"The UpStart Agent Desktop product from Upstream Works is a specialist application that allows companies to build an agent desktop that not only makes it easier for agents to access the systems and data they need to handle customer interactions but it also automates the interaction handling processes so they are in context with the customer and their current situation" said Richard Snow Research Director at Ventana Research. "As such it sits at the top of what I term a Smart Agent Desktop and so thoroughly deserves its number one ranking and Hot Vendor status in our Value Index for Customer Experience Management Agent Desktop".
The Ventana Research Customer Experience Management Value Index is an analytic representation of the assessment of how well vendors’ offerings meet buyers’ requirements for software that enables and support Customer Experience Management. Visit ventanaresearch.com/cemvalueindex to download the Executive Summary.
About Upstream Works
Upstream Works (upstreamworks.com) provides visibility, accountability and control over every customer interaction. The Business Interaction suite of products improves personalization and provides access to key customer data, empowering agents to resolve customer issues efficiently. This results in improved business processes, reduced call volumes, and reduced handle times across all contact channels.
About Ventana Research
Ventana Research (ventanaresearch.com) is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance - to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes - the Value Index and the Benchmark Index family - have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses.
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