TECHNOLOGY

To provide the best possible contact center experience for your customers, UpSource® has assembled a world-class, integrated contact center infrastructure. The foundation of our technology platform is an Avaya contact center and communications platform. Our Avaya infrastructure achieves 99.999% reliability with an on-site diesel generator for continuous power. UpSource® takes advantage of the advanced Avaya predictive routing features provided in a standards-based IP/circuit communications infrastructure. In addition to Avaya's full routing and management capabilities, UpSource® uses Avaya's latest CTI, integrated email management, and chat tools.

UpSource® has integrated a suite of best-of-breed applications to provide a comprehensive contact experience including:

• Complete digital call recording with real-time monitoring and scoring
• Screen capture and tracking
• Real-time knowledge management
• Agent scripting and data collection
• Interactive voice response fully integrated with our ACD
• Proactive web chat
• Sophisticated speech self-service software