Uptivity Announces Partnership with New Leaf Service Contracts

COLUMBUS, Ohio, April 1, 2014 /PRNewswire/ -- Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, today announced it is teaming up with New Leaf Service Contracts, LLC 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 award-winning Uptivity Discover Suite to improve workflows and overall customer satisfaction.

Uptivity has distinguished itself in the contact center solutions space by developing a unified workforce optimization suite for continuously improving every aspect of the customer experience. Discover, a WFO solution for contact centers, has evolved according to the needs and feedback of customers. New Leaf has been revolutionizing the service contract industry by providing a whole new approach to customer service. With more than 50 years of combined executive experience in the retail consumer electronics and extended service contract industries--from appliances and consumer electronics to jewelry, medical, telecommunications and power tools--the company offers a dealer-centric sales and marketing formula built around customized service contract programs. New Leaf manages the entire warranty process for their 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. "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 increasingly sophisticated 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. "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."

To learn more about Uptivity, visit www.uptivity.com.

About New Leaf Service Contracts, LLC
Based in Irving, Texas, New Leaf Service Contracts, LLC is a leading third party service contract administrator focusing on bringing integrity, innovation and profits to the markets it serves. Visit www.trynewleaf.com.

About Uptivity
What boosts the bottom line for any company with a contact center? How about getting the best that every agent can deliver and constantly optimizing contact center management and performance for a better understanding of the customer? Only Uptivity gives you the tools you need to continuously improve every aspect of each step of every agent's life cycle and enhance customer satisfaction. You get exactly what you need thanks to a modern, integrated, and easy-to-use suite of tools designed for the comprehensive management of contact centers. For more information, visit us on the Web at www.uptivity.com.

SOURCE Uptivity