Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions announced a new partnership with NextNet Partners, to provide integrated communications solutions on the Cisco Collaboration platform. Together, they are making it easier and faster to deploy effective solutions that meet the needs of clients and deliver real business value.
Upstream Works has a strong history of omnichannel innovation specializing in simplifying and improving agent and customer engagements. Upstream Works for Finesse (UWF) provides a flexible, extensible solution that has been designed for the ever changing voice and digital customer journey. With UWF, the Single Agent Desktop acts as an anchor, enabling agents to easily access all customer interaction activity, history and context for any channel, to deliver a more personalized and responsive customer care experience.
“We’re excited to be working with NextNet Partners. The collaboration is an opportunity to extend and complement our products and services with an innovative and growing company that is committed to communications excellence,” said Rob McDougall, President and CEO, Upstream Works. “Together, we are meeting the growing demand for solutions that empower clients and transform the agent and customer experience.”
NextNet Partners and Upstream Works together have the deep expertise and extensive experience needed to deliver a broad range of technology solutions across a variety of industries which improve ROI and enhance business performance.
“We’re proud to add Upstream Works to the NextNet Partners family and our Customer Collaboration Practice,” said Phil Calzadilla, CEO, NextNet Partners. “The Upstream Works for Finesse solution is a perfect fit for understanding the customer journey. The solution enables our clients to improve their customers’ experience, all while delivering a superior agent interface and omnichannel reporting.”
Upstream Works helps organizations to improve the agent and customer experience, while improving operational efficiencies with a Single Agent Desktop that connects all channels, interactions and applications across the enterprise. Businesses gain flexibility and control with easy to use tools, full visibility, and consistent reporting across voice and all digital channels.