Upstream Works announces new software that personalizes the contact center experience

PRESS RELEASE: Upstream Works Software 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 personalized and more responsive customer engagements across all channels, including email, chat, SMS, and social media.

Upstream Works has a long history of omnichannel contact center innovation, enabling organizations 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 centers engage with their customers,” said Rob McDougall, President and CEO, Upstream Works Software. “As a result, organizations can be proactive in the service they deliver and earn the loyalty and repeat business of those customers.”

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 personalized customer relationship while maintaining contact center 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 centers 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 personalized customer engagements and business leaders can make more informed decisions about their contact center operations.