News & Events

01/09/2010

Novo Technologies and The Paisley Group announce partnership to offer superior customer satisfaction solutions


28/06/2010

Novo advances best-of-breed integration strategy with active call recording for its award-winnning NovoLog software solution


31/05/2010

Novo adds sophisticated data management application!


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Strategic Partners




Novo Technologies - [Empower Customer Experience] | [Upstream Works - Business Partners] 
www.upstreamworks.com 

     

Upstream Works


Upstream Works provides a suite of call management automation solutions developed to improve overall productivity and business success for call centers with 5 - 5000 agent positions.

The UpStart Experience Suite is an award winning set of agent tools and performance analytics that measure First Contact Resolution and improves the effectiveness and efficiency of the agent. This provides a better customer experience, reduced customer churn and lowers operational costs.

Specific product lines offered by Upstream Works include: 

  • UpStart Integrated Agent Operating Environment 
  • UpTake Business analytics
  • CTI screen pops
  • Outbound dialers – telesales automation
  • Visual Queue - incoming call display
  • Multi channel email/ fax/ CHAT routing
  • Telephony reporting
  • IVR Systems including post call surveys
  • Voice and screen logging
  • Multi site data routing and coordination
  • Complex call center routing solutions and applications 


Our Application Server, eMedia CMAS, works with existing systems, and solves the critical but “tough” problems that cause ongoing headaches for real world call centers – all with the quickest deployment in the industry.
     

 

www.thepaisleygroup.com

 
The Paisley Group
 
Paisley combines 25 years of experience with exposure to leading call center companies and DA/OS (0, 411, etc…) providers worldwide (At&t, Verizon, Sprint, TELUS, Bell, etc….) They are the reference on Quality for Telco call centres.   Mainly focused on the DA/OS market so far, they are now expending into the customer care and sales Contact center markets.
 
Their staff is highly experienced staff (over 150 years of combined experience in all aspects of call center management, quality and statistical modeling). Paisley established the "Gold Standard" for Customer FulfillmentSM, Customer CareSM and Voice Delivery which are based upon traditional values of courtesy, accuracy and productivity measures. Paisley's quality programs are the most trusted in the industry today.

 

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