Upstream Works Announces New Software Improving Customer Engagements and Digital CX Journeys

Omnichannel Enhancements Improve Customer Engagement Across The Enterprise

Vaughan, Ontario, September 20, 2018 – Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announces Version 3.7 of its signature software, Upstream Works for Finesse (UWF). This release focuses on improving the digital customer experience, with features and capabilities that enable organizations to provide consistent, efficient, and personalized service for the entire customer journey.

Upstream Works for Finesse (UWF) provides a comprehensive customer experience solution for Cisco contact centers, featuring a Single Agent Desktop connecting all channels, journeys and business systems across the enterprise to improve agent productivity, reduce customer effort, and increase operational performance. The easy-to-use, feature-rich desktop with optional knowledge management provides agents with one dynamic view of the customer and all the information needed to actively manage and optimize the customer journey. It connects all voice and digital channels, all customer interactions and omnichannel context, and seamlessly integrates to any business system, data and CRM, across the enterprise, empowering agents to exceed customer expectations for personalized customer service.

“Being able to tailor the customer experience to reflect your brand, company values, and service levels is critical to succeeding in this increasingly competitive landscape. Customer journeys need to be efficient, personalized, and rewarding to keep up with rising expectations,” explains Rob McDougall, President and CEO, Upstream Works Software. “With Release 3.7 of UWF, we are bringing new capabilities to organizations so that they can better manage the technology and processes that enable a redefined CX that earns customer loyalty.”

With these new features plus enhancements to security, performance, and system configuration, contact centers can optimize their operations while delivering an exceptional, measurable customer experience.

About Upstream Works Software

Upstream Works provides best-in-class Omnichannel Contact Center software for the Cisco Collaboration Platform to increase customer engagement and agent success. We bring the customer journey together across all channels, interactions and applications with seamless integration and management simplicity. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

See UWF in action at or request a personal demo at


For more information, contact:
Janice Keay, VP, Marketing, Upstream Works Software
905.660.0969 x 39,

Upstream Works and Upstream Works for Finesse are trademarks of Upstream Works Software Ltd.