Uptivity Partners with New Leaf Service Contracts

Uptivity (formerly CallCopy), a provider of workforce optimization (WFO) solutions, is teaming up with New Leaf Service Contracts, a company that specializes in customized service plan solutions that offer protection on a wide range of consumer-related products.

New Leaf, a Texas-based firm that partners with A-rated insurance carriers to provide protection for a wide variety of consumer products, will use the Uptivity Discover Suite to improve workflows and overall customer satisfaction. New Leaf manages the entire warranty process for its clients, while providing call center services, service network management, claims processing, full data analytics, and reporting.

According to Martin Cuellar, New Leaf's contact center manager, today's empowered consumers drive New Leaf's business. By incorporating Uptivity's customized technology into its workforce optimization process,with a primary focus on capabilities like call recording, desktop recording, quality management, and agent coaching, the company expects steady and continued growth.

"We like to think of ourselves as leading edge when it comes to selecting our technology partners," Cuellar said in a statement. "As part of our new partnership with Uptivity, we can now leverage Discover to provide our clients with more insight into how can it help their customers, as well as help improve the overall consumer experience."

Last December, Uptivity released a new version of Discover, version 5.3. Enhancements in the latest version include a new gamification platform, expanded ad hoc reporting, and new customer-driven features. Over the years, Uptivity has added features for workforce management, performance management, speech analytics, and desktop analytics to meet the needs of contact centers.

According to Jeff Canter, Uptivity co-founder and CEO, Uptivity strives to give today's complex organizations complete insight into their operations, providing executives, managers, and employees the tools they need to boost the quality of customer service through their contact centers.

"We're excited about partnering with and helping New Leaf succeed by providing our full suite of applications to support their insurance underwriting for consumer products," Canter said in a statement. "We hope the flexibility of our high-quality tools will help them maximize the value of their applications. It's truly a great example of how we are helping entrepreneurial firms grow their business."

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