Upland InGenius: Happy to be part of something bigger

3 minute read

Sara Whitwer

Driving customer experience, operational efficiency, and agent productivity forward from the heart of Upland’s Contact Center Productivity Solution Suite.

Since joining the Upland Software family last fall, not a lot has changed for our customers. After all, we still offer a great CTI solution with superior customer support. Heck…we even have nearly the same name as before. Only now, we’re part of something much, much bigger.

Leader in Enterprise Work Management

Upland is a world-leader in cloud-based enterprise work management software that provides multiple enterprise cloud solution suites to over 1 million users around the world.

Its acquisition of InGenius was part of a wider strategy to create a first-of-its-kind Contact Center Productivity Solution Suite. With the InGenius computer telephony integration (CTI) solution, this solution suite also offers knowledge management from RightAnswers, and customer sentiment analysis from Rant & Rave. The result? A powerful set of products that radically improves agent performance and the customer experience.

InGenius Takes Center Stage

If recent research into customer behavior has shown us anything, it’s that productivity and personalization are the key to success in the modern era.

Customers expect to be treated like more than just a number in a queue, and they want their issues to be resolved in the shortest amount of time possible.

With Upland’s Contact Center Productivity suite, businesses are able to meet these demands quickly by implementing a set of integrated agent productivity solutions that tackle the same issues from numerous angles.

At its core, the InGenius CTI platform works to provide a single-pane-of-glass solution for all voice and CRM-related data. As a result, agents can work faster and quickly access all the information they need, to effortlessly deliver highly personalized service to every customer across all channels within the contact center.

Meanwhile, the inclusion of the RightAnswers Knowledge Management platform provides a centralized cloud-based knowledge hub to all customer contact channels.

By integrating seamlessly with the CRM system, RightAnswers will automatically seek out key information quickly and deliver the right answers to the right person at the right time. The result is an increase in agent productivity across all skill and experience levels, and a dramatic increase in positive customer experience.

Last but not least, Rant & Rave is a cloud-based Customer Engagement platform that allows uers to capture, analyze, and act on real-time customer and employee feedback across multiple channels.

This robust reporting platform enables businesses to effectively measure user sentiment in real-time, and use the data they gather to drive customer engagement and decipher which strategies deliver the best outcome.

An Exciting Future Ahead

Though InGenius still leads the way in the world of CTI, being part of the Upland family has given  us the opportunity to branch out into new areas and deliver a more complete solution to our customers.

We’re still InGenius, and we still excel at what we do. But now, as part of the Upland family, we’re able to help our customers achieve so much more than we could before.

If you’re interested in learning more about what InGenius, RightAnswers, or Rant & Rave can do to help improve your business, you can schedule a free call with one of our advisors today, or visit our website for more information.

 

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