Upstream Works Announces New Software for CX Journey Management and Optimization

Upstream Works, a provider of Omnichannel Contact Centre solutions, announces Version 3.6 of its signature software, Upstream Works for Finesse (UWF). This latest release provides new capabilities that enable organizations to optimize customer journey engagement with Assist Knowledge Management and FollowUp capabilities.

The release also includes enhanced security and architectural changes that improve performance.

Upstream Works for Finesse (UWF) provides a comprehensive omnichannel solution that enables contact centers to deliver insightful, personalized customer care excellence for all interactions, across the entire customer journey. A web-based omnichannel workspace, UWF enhances Cisco Finesse with features that increase agent success and enhance customer experience outcomes. UWF helps organizations extend the business value of their existing investments with extensive and seamless integration capabilities, and provides future-proof solutions that can grow and adapt to changing market and customer needs.

“The customer journey is increasingly complex and multi-faceted. More than ever, agents need to be superagents – equipped with information and tools that allow them to meet the rising expectations of customers,” explains Rob McDougall, President and CEO, Upstream Works Software. “With Release 3.6 of UWF, we introduce Assist Knowledge Management capabilities for dynamic engagements and FollowUp for a simple, effective way to manage activities related to customer requests.”

With these new features plus enhancements to both security and architecture, contact centers have the information and tools they need to optimize their operations while fulfilling customer obligations and actively managing the full customer journey. UWF offers a strategic solution for growth of all channels with management simplicity and consistent business reporting across all channels.