Uptivity (formerly CallCopy)Unified Contact Center Workforce Optimization and Analytics Solution Suite

Contact centers measure success by how well customer expectations are met. To maintain the highest standards of service, contact centers – whether large or small – must monitor performance and pinpoint areas of excellence and improvement.

Uptivity Discover Suite, the award-winning,

enterprise-class workforce optimization

solution from Avaya Technology Partner

Uptivity, provides organizations with a

window into their contact center

performance. It enables organizations to

fine-tune customer service based on data

and information resources already

available in their operations. Delivering

innovative, easy-to-use call recording,

quality management, screen capture,

speech analytics, performance

management and workforce management

capabilities, Discover helps organizations

determine why customers contact them,

and make improvements and

enhancements based on those learnings.

Uptivity Discover Suite, part of the Avaya

DevConnect Select Product Program,

enables users of Avaya telephony

solutions to optimize operational

efficiencies and maximize customer

satisfaction. Discover is certified to be

compatible with Avaya Aura®

Communication Manager and Avaya Aura®

Application Enablement Services.

• Communication Manager is an open,

scalable and highly reliable telephony

solution that provides centralized call

control for a resilient, distributed

network of media gateways and a wide

range of analog, digital and IP-based

communication devices.

• Application Enablement Services is an

enhanced set of Application

Programming Interfaces, protocols and

web services for application developers,

ISVs and system integrators providing a

new, open platform that supports

existing and next generation

applications and solutions.

Uptivity DMCC integration uses an Avaya-

certified software-only active VoIP-based

solution suitable for recording both VoIP

and TDM (digital and analog) phones.

Combining media redirection from Avaya

Aura Communication Manager with single

step conferencing eliminates the need for a

physical connection to the Uptivity server.

Using only a standard network connection,

the solution can record from VoIP and

Avaya digital phones without the overhead

of expensive hardware and wiring.

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A centralized solution

that blends TDM and

VoIP call recording,

Discover is easy-to-

use and administer. It

allows organizations

to implement

solutions that are

scalable enough to

meet a wide range of

uses, helping resolve

today’s needs while

adapting to meet

future needs.

Features

Discover is a unified suite of contact

center solutions that can be

combined or used separately as

contact center needs grow and

expand. The suite consists of:

• Uptivity Call Recording – highly

scalable call recording solution that

can grow and evolve with an

organization’s needs. It supports

VoIP, TDM and blended

environments, helping organizations

to seamlessly transition from

traditional TDM to VoIP.

• Uptivity Quality Management –

fully integrated quality management

module that enables users to score

calls while listening to and watching

the interaction recordings.

• Uptivity Coaching and Training –

agent coaching and training module

that enables users to build an effective

and customizable program to develop

highly-skilled and motivated agents.

• Uptivity Speech Analytics –

integrated Avaya Speech Analytics

module that identifies opportunities

to leverage business intelligence,

reduce corporate risk and improve

operational efficiencies.

• Uptivity Desktop Recording –

synchronized screen capture that

combines full motion video with audio

recordings to create a complete view

of customer interactions.

• Insight by Uptivity – flexible

performance management that

enables receiving near real-time

performance data so critical

information is available for immediate

action. A library of reporting widgets

allows users to tailor displays to

include recent transactions, current

issues, customer satisfaction, call

handling and QA metrics (FCR and

AHT), and RSS feeds.

• Uptivity Desktop Analytics – desktop

analytics solution that empowers

users to create contact intelligence

from data in desktop applications.

• Uptivity Surveys – hosted customer

satisfaction survey module to

capture the voice of the customer,

enabling enterprises to solicit

feedback directly from clients.

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Benefits

A single Discover installation can record

from analog, digital and IP handsets

alike, blending a mixed environment and

paving the way to a full VoIP migration.

Other benefits include:

• Highly scalable – a single server

installation can record up to 150

devices, including voice and screen,

while multiple servers can be

chained together creating a

distributed enterprise solution.

• Modular system – the core system

includes call recording, quality

management, coaching and training,

and API modules. Optional modules

are available for speech analytics,

desktop recording, desktop analytics,

performance management, workforce

management and satisfaction surveys.

• Straightforward design – Discover is

intuitively easy to learn and use, easy

to deploy and easy to support.

System Requirements

Depending on the configuration, Uptivity

Discover Suite may require Avaya Aura

Application Enablement Server 3.0 or

higher and Avaya TSAPI licenses.

Learn More

To learn more about Avaya solutions

and DevConnect technology partner

Uptivity, contact your Avaya Account

Manager or Avaya authorized Partner.

Or, visit us online at

www.devconnectmarketplace.com.

About Uptivity

What boosts the bottom line for any

company with a contact center? How

about getting the best that every agent

can deliver and constantly optimizing

contact center management and

performance for a better understanding

of the customer? Uptivity provides the

tools needed to continuously improve

every aspect of each step of every

agent’s life cycle and enhance customer

satisfaction. It delivers a modern,

integrated, and easy-to-use suite of

tools designed for the comprehensive

management of contact centers.

Uptivity empowers organizations to

gather business intelligence, which can

be leveraged to help maximize

operational performance, reduce

liability, achieve regulatory compliance

and increase customer satisfaction.

Uptivity is headquartered in

Columbus, Ohio.

For more information, visit

www.uptivity.com.

About Avaya DevConnect Select Product Program

The DevConnect Select Product

Program (SPP) offers a powerful

portfolio of compliance-tested, Avaya-

compatible products and services from

established DevConnect Technology

Partners. SPP products are handpicked

for the SPP portfolio based on their

strategic value and interoperability with

Avaya technology. SPP products

eliminate the hassle of managing

multivendor relationships and are easy

to order through the standard Avaya

order processes.

© 2014 Avaya Inc. All Rights Reserved.

All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.

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About DevConnectIn the Avaya DevConnect Program, registered membership is free to anyone and provides a wide range of developer resources, including APIs, SDKs, technical support and training. Enhanced Membership options offer higher levels of technical support, compliance testing and co-marketing benefits. To learn more or register for membership, visit www.avaya.com/devconnect.

About AvayaAvaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

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