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Upstream Works Blog | November 19, 2020

3 Drivers of CX Success in 2021

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. These drivers will continue into the new year has contact centers strive to meet new customer...

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Press Releases | October 28, 2020

Upstream Works Enhances Universal Queue Support Using Cisco’s Media Routing Peripheral Gateway (MR PG)

Woodbridge, Ontario, October 28, 2020 – Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announces Version 4.2 of their signature software, Upstream Works for Finesse (UWF). This release enables seamless customer experiences and powers greater contact center...

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Press Releases | October 22, 2020

Upstream Works Awarded 2020 Unified Communications TMC Labs Innovation Award

Upstream Works for Finesse is Recognized for Exceptional Innovation Woodbridge, Ontario (October 22, 2020) – Upstream Works announced today that TMC, a global, integrated media company, and its TMC Labs product review division, named Upstream Works for Finesse (UWF) a...

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Upstream Works Blog | September 1, 2020

5 Ways to Keep Contact Center Agents Engaged

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and...

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Upstream Works Blog | August 11, 2020

4 Ways to Bring a Human Touch to Contact Center CX

The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they...

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