Uptivity (formerly CallCopy), a provider of workforce optimization solutions, today released a new version of the Uptivity Discover Suite with 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 set measurable goals and recognize achievements with points. A dashboard provides agents with a list of their achievements, recent accomplishments, and rankings on the leaderboard, as well as list of the available ways they can earn more points. 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, in a statement. "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."
In addition to gamification, version 5.3 introduces significant updates to Discover's ad hoc reporting capabilities, which were first launched in version 5.2. Ad hoc reporting allows users to create custom, reusable reports through a drag-and-drop interface. Users control not only what data is categorized in their reports, but how the data appears. Reports can be displayed in RDL format and interactive HTML pages, or they can be exported to formats compatible with Microsoft Excel, Microsoft Word, and Adobe software.
Available data sources in the initial offering in version 5.2 included recordings, quality management, workforce management, and satisfaction surveys. Version 5.3 expands on this to include data related to speech analytics and gamification, and significantly expands the data points that can be reported. Furthermore, reports can now cover customizable time periods, allowing users to observe trends over daily, weekly, monthly, quarterly or yearly blocks. Reports can also be generated on a subscription basis.
Version 5.3 also includes several new features requested by customers at Connect, Uptivity's annual users' conference. One such feature is cradle-to-grave recording, which connects various segments of an interaction into a single record when a caller is transferred between multiple agents. In addition, Discover will now save quality assurance forms in progress, allowing managers to pause and return to a QA evaluation without losing their work.
"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 at Uptivity, in a statement. "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."