Upstream Works Software Announces New Partnership with NWN

Upstream Works announced a new partnership with NWN, to effectively deliver integrated customer experience solutions on the Cisco Collaboration platform. Together, they’re making it easier and faster to deploy best-in-class customer experience solutions.

Contact Centre CLUB

Upstream Works has a strong history of omnichannel innovation specializing in improving agent and customer engagements. Upstream Works for Finesse (UWF) provides a flexible, extensible solution that has been designed to simplify the increasingly complicated customer journey. With UWF, the Single Agent Desktop provides a rich user interface that enables agents to easily access all customer interaction activity, history and context across all voice and digital channels for a more informed and personalized customer experience.

“We’re excited to be working with NWN, jointly delivering solutions that allow clients to realize the true value of the connected customer experience,” said Rob McDougall, President and CEO, Upstream Works. “Today’s customer expects a seamless, continuous experience across all channels. Many contact centers are challenged to provide that level of service. This partnership enables us to help those businesses succeed. With UWF and NWN, we’re empowering clients to measurably improve the customer experience with flexibility and options to easily scale as their business grows.”

NWN and Upstream Works together have the contact center expertise and depth of operational experience to enhance performance, increase loyalty, and improve efficiencies and business outcomes across a range of industries.

“Upstream Works product portfolio allows NWN to bring more value to our customers by offering additional omnichannel and customer experience capabilities as part of our contact center solution. By adding Upstream Works, NWN’s existing and new customers will be able to take advantage of these exciting enhancements,” says Skip Tappen, CEO, NWN Corporation.

Upstream Works helps organizations to improve the agent and customer experience, while improving operational efficiencies with a Single Agent Desktop connecting all channels, interactions and applications across the enterprise. Businesses gain flexibility and control with easy to use tools, robust integrations, and consistent reporting across voice and all digital channels.

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