NewswireToday - /newswire/ -
Toronto, Ontario, Canada, 2011/09/06 - Upstream Works Software, a leading provider of agent desktop and analytics for contact centers announced that it has entered into an agreement with Ingram Content Group, Inc. - UpstreamWorks.com.
Upstream Works will provide unified business analytics and desktop automation for Ingram Content Group’s customer service call center.
Ingram Content Group Inc. is the world’s largest and most trusted distributor of physical and digital content. Dedicated to helping content reach its destination by providing a broad range of physical and digital services to the book industry, Ingram has been a partner to publishers, booksellers, librarians and educators for more than four decades.
“Serving the needs of our customers and providing the most relevant and responsive customer service is a top priority for Ingram,” said Steve Pate, Vice President, Sales Operations, Ingram Content Group Inc. “The integration of Upstream Works’ analytics platform combined with their simple to use agent desktop application will allow us to improve upon our already well-regarded customer service and will help us manage our center in a more meaningful way.”
“Companies like Ingram Content Group are finding that they need to trust their data and have more visibility into that data to help them make the right decisions and to put the right people in the right place at the right time.” said Rob McDougall, president of Upstream Works. “Upstream Works solutions are designed to help organizations navigate the complexities of their business by connecting the contact center and operational systems, ultimately helping to control cost and improve customer satisfaction.”
About Upstream Works
Upstream Works’ solutions (upstreamworks.com) 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 entire set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works 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 Ingram Content Group
Ingram Content Group, Inc. (ingramcontent.com) provides a broad range of physical and digital services to the book industry. Ingram’s operating units are Ingram Book Company, Lightning Source Inc., Ingram Digital, Vital Source Technologies, Inc., Ingram Periodicals Inc., Ingram International Inc., Ingram Library Services Inc., Spring Arbor Distributors Inc., Ingram Publisher Services Inc., Tennessee Book Company LLC, and Coutts Information Services.