Empowered Agents Can Transform the Customer Experience

 


When we talk about agent success, we’re talking about giving agents the tools that allow them to work smarter and be more proactive, personal, and successful. Upstream Works for Finesse (UWF) is a single workspace for simplified handling of all contacts, queues, and interactions. It empowers agents with:

  • Visibility into all tasks in progress for current customer
  • Full knowledge of the customer journey across channels
  • Intuitive navigation of related conversations, transcripts, and media playback
  • Extensive search capabilities & configurable display

Boosting agent success and simplifying customer engagement starts with the agent desktop. UWF is a workspace that enables you to get the most out of your team, with a tool that they love to use. The desktop connects all channels for a consistently great customer experience, and it provides the agent with full visibility into all interactions and the ability to easily move between them. With its seamless integration, UWF helps agents leverage the applications they use every day for maximum efficiency and value. Everything that happens through the desktop is captured and available as actionable metrics across all channels.

See Upstream Works for Finesse in action. Request a personalised product walkthrough.

Upstream Works Team 

Transforming Agent and Customer Engagements

Upstream Works provides Omnichannel Contact Centre solutions to increase customer engagement and agent success. Upstream Works for Finesse brings the customer journey together with a Single Agent Desktop that seamlessly connects all channels, interactions and applications. Organisations gain actionable insights with full context, Interaction Activity, History and Reporting across the enterprise, enabling a consistently excellent customer experience.

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