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Upstream Works announced today that they have received a 2009 TMC Labs Innovation Award from Customer Interaction Solutions magazine for their UpTake Performance Analytics.
“The engineers at Upstream Works have come up with a game changing technology,” says President, Rob Mcdougall. “Call centers are one of the most prolific business units for measuring things, but also one of the most difficult to get solid answers on. UpTake resolves the problem of attaching agent performance to the customer experience.”
UpTake is a performance and customer experience analytics solution that provides auditable, complex KPI information for call center management. Its pre-built business intelligence and ease of implementation makes it the clear choice for businesses who are trying to improve First Call Resolution and Agent Performance with minimal risk.
“Upstream Works has clearly shown the staff of TMC Labs that UpTake has made a significant contribution to the CRM and contact center industry," said Nadji Tehrani, founder and chairman of TMC and publisher of Customer Interaction Solutions. “We’re proud to honor their outstanding accomplishment with a TMC Labs Innovation Award this year.”
“Upstream Works has demonstrated their out-of-box thinking in their offering of UpTake,” said Tom Keating, CTO and TMC Labs Editorial Director. “I’m sure we will see other extraordinary solutions from Upstream Works as they continue their efforts toward improving the future of the CRM and contact centers.”
The TMC Labs Innovation Awards honor products that demonstrate raw innovation, unique features, and significant contributions toward improving the communications technology. The TMC Labs Innovation Awards are granted to companies with the most gripping solutions brought to market, not necessarily the best-selling products but the most innovative.
The September and October 2009 issues of Customer Interaction Solutions magazine will include the TMC Labs 2009 Innovation Award winners.
About Upstream Works
Upstream Works’ solutions connect customer experience to every aspect of your contact center performance. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the complete set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution (upstreamworks.com) you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of our data lets you easily move from summarized KPIs to individual customer contacts, which are linked to recordings, survey results and other records of customer experience.
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.
About TMC
Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,000 in Quantcast's Top U.S. sites, placing TMCnet in the nation’s top .03% most visited Web sites. In addition, TMC produces ITEXPO, 4GWE Conference (in conjunction with Crossfire Media), Digium|Asterisk World and AstriCon (in conjunction with Digium), and Communications Developer Conference.
TMC Contact:
Jan Pierret, Marketing Manager
T: 203-852-6800 x228 / E: jpierret[.]tmcnet.com.
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sdubraj[.]upstreamworks.com 
