Upstream Works Software Ltd. and ZOOM International, both providers of Omnichannel Contact Centre solutions, announced a new partnership to provide best-in-class customer experience (CX) solutions and power next-gen Cisco contact centres.
The two companies will be showing their joint solutions at the Cisco Live Collaboration Partner Village next week June 10-14 in Orlando, Florida. Together, the companies make it easier and faster to deploy effective solutions and improve business outcomes.
Brian Shore, CEO of ZOOM International explained, “Customer experience is still at the top of the list of C-level priorities. But, there is an inevitable force working against CX improvements inside the contact centre. It is the friction caused by separate channels and silo-ed systems. At some point, companies need to bring data and apps together to improve CX. With our new, joint integration, we aren’t just connecting two apps. Each of our respective products already bridge to dozens of other contact centre apps. Together, we connect to every key vendor, type of app, and channel in the contact centre. With our new connector, joint customers can accelerate CX improvements and run a smarter, next-gen Cisco contact centre.”
The joint solution integrates all major contact centre elements, including the agent desktop, all channels and interactions (voice and digital including SMS, email, web, social, video/co-browse), CRM, workforce optimization, workforce management, analytics, call recording, quality management, legacy systems, and knowledge management. By blending all aspects of contact centre functions, Upstream Works and ZOOM are helping organizations run a smarter contact centre that delivers a better customer experience and improves operations. The solution is available on all Cisco collaboration platforms including UCCE, PCCE, UCCX, HCS, and more.
“We’re excited to be working with ZOOM, combining our strengths into a single solution that improves interactions across every customer touchpoint. The collaboration is an opportunity to extend and complement our products and services with an innovative and growing company that is committed to customer care excellence, just as we are,” said Rob McDougall, President and CEO, Upstream Works. “ZOOM and Upstream Works share a commitment to and reputation for high quality solutions that are easy to implement, use and support. Together we are meeting the growing demand for solutions that elevate and transform the agent and customer experience.”