Upstream Works for Finesse V3.0 with New CX Features

             Upstream Works for Finesse V3.0 with New CX Features,          Team Collaboration and Knowledge Sharing
 Increase Customer Satisfaction and Loyalty with Empowered Agents

We’re pleased to announce Upstream Works for Finesse (UWF) Version 3.0. This latest release of UWF introduces new features within the Single Agent Desktop, making it even easier for organizations to provide consistent, successful agent and customer engagement.

UWF V3.0 enables effective agent collaboration, team communication, and knowledge sharing for an effortless customer experience. Supervisors gain enhanced CX Management tools and reports, and a simplified architecture provides improved system scalability and efficiency. It’s simple to provide customer experience excellence with UWF Version 3.0.

UWF V3.0 features and benefits include:

New Agent Collaboration Tools for Effortless Customer Experience 

  • Chat Conference: Agents and Supervisors can be easily consulted or conferenced into a customer chat for coaching or issue escalation.
  • Team Chat Rooms: Agents can quickly consult with team members in persistent chat rooms to share knowledge and resolve customer issues.
  • Media Search and Email Enhancements: Agents can offer a more personalized and consistent customer experience with new email client features.

Enhanced CX Management Tools and Reports for a Consistent Customer Experience

  • Redesigned Marquee: Supervisors can now use the Marquee to easily create and send team and mass communications in real-time with thresholds and alerts to improve efficiency and share key information.
  • Omnichannel Agent Interval Report:  New report to easily track all agent voice and digital tasks and ready states in a single view.

Increased Efficiency for an Optimized Omnichannel Solution 

  • A new, scalable architecture improves system efficiency and simplifies deployments, upgrades, and health monitoring.
Upstream Works continues to innovate beyond the release of UWF Version 3.0, with plans for extended Knowledge Base capabilities, additional Supervisor features, extended chat and chatbot support, enhanced reporting with increased granularity for contact center management and omnichannel WFM, and continued support for Cisco Finesse.

Read the full press release here.

Simplify and improve agent and customer engagements across the connected customer journey. Let us show you what’s in it for you.

Upstream Works Team

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