Upstream Works Announces New Software That Personalises the Contact Centre Experience

VAUGHAN, ON--(Marketwired - July 07, 2016) - Upstream Works Software, Ltd., a provider of Omnichannel Contact Centre solutions, announces the availability of Version 2.6 of its signature software, Upstream Works for Finesse (UWF). This latest release provides features that enhance both the agent and customer experience, and includes deeper integration capabilities and simplified management. The Smart Agent Desktop is now even easier for agents to use and enables them to provide proactive and more personalised customer engagements across all channels, including email, chat, SMS, and social media.

Upstream Works has a long history of contact centre and omnichannel innovation, enabling organisations to enhance their operational efficiencies and improve interaction management for a better customer experience. This release allows businesses to further differentiate themselves from their competitors, based on the quality of customer engagement they can provide.

"With the release of Upstream Works for Finesse Version 2.6, we're providing capabilities that will change the way contact centres engage with their customers," said Rob McDougall, President and CEO, Upstream Works Software. "As a result, organisations can be proactive in the service they deliver and earn the loyalty and repeat business of those customers."

UWF Version 2.6 allows contact centres to provide consistent, personalised service via non-phone interactions on Cisco Finesse. With omnichannel functionality, the communication method used (phone, email, chat, SMS, Social Media) becomes less relevant, and instead the quality and consistency of service becomes the focus.

UWF now provides Chat/SMS business hours, transcripts and attachments, and transfer improvements. The new Personal Agent Routing (PAR) option allows businesses to provide a deeper and more personalised customer relationship while maintaining contact centre efficiencies.

Next Contact Prediction (NCP) provides agents notifications of the next most likely contact reason -- enabling proactive resolution of issues and reduced customer effort. Coupled with Quick Survey Links, UWF can now provide actionable information on FCR, Customer Effort, Satisfaction, and Net Promoter Score from one application.

With these new features and more, contact centres have the information and tools they need to provide consistent, exceptional service across all communication channels, applications, and platforms.

Upstream Works for Finesse provides one omnichannel agent desktop for all channels and all interactions, and unified management. With enhanced visibility and deeper insights across all channels, agents can provide more personalised customer engagements and business leaders can make more informed decisions about their contact centre operations.

About Upstream Works Software, Ltd. -- www.upstreamworks.com

Upstream Works provides best-in-class Omnichannel Contact Centre software to increase customer engagement and agent success. We bring the omnichannel customer journey together across all applications and platforms with management simplicity and desktop elegance. For over 15 years, organisations around the world and across all industries have benefited from Upstream Works' experience and expertise, gaining operational efficiencies and transforming the customer journey. See UWF in action at www.upstreamworks.com or request a personal demo at demorequest@upstreamworks.com.

Upstream Works and Upstream Works for Finesse are trademarks of Upstream Works Software, Ltd.