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 efficiency, allowing agents to further personalize CX and improve customer loyalty.

Upstream Works delivers enhanced omnichannel customer experience solutions for Cisco contact centers with an intuitive desktop, seamless integrations and rich data insights. UWF V4.2 supports Cisco’s Media Routing Peripheral Gateway (MR PG) with optimized routing for all customer interactions and High Availability for Universal Queue across all channels. Centralized performance reporting elevates contact center operations, simplifying management and improving efficiency. With intelligent, data-based omnichannel routing, contact centers of all sizes can provide a more seamless CX.

Upstream Works enables connected and data-driven omnichannel contact center operations to improve both the customer and agent experience. With UWF, contact centers can provide more meaningful customer interactions while improving business agility.

“At Upstream Works, we are committed to giving contact centers the tools to provide seamless omnichannel customer experiences,” said Rob McDougall, CEO of Upstream Works. “The features available in our latest release allow contact centers to provide effortless experiences to both agents and customers. UWF V4.2 also helps to make operations more efficient with centralized management.”

UWF V4.2 general availability is planned for Q1 2021.

“Flexible operations management is more important than ever. Our latest release provides organizations with the ease of system administration needed to optimize efficiency,” said Rob McDougall, CEO of Upstream Works. “Version 4.1 also offers new capabilities that streamline contact center workflows, improve efficiency and allow for greater visibility and more satisfied customers.”

These new features, along with support for Cisco Finesse 12.5, give contact centers the ability to deepen customer engagements while optimizing operations.

About Upstream Works Software

Upstream Works provides best-in-class Omnichannel Contact Center software to increase customer engagement and agent success. The customer journey comes together across all channels with an intuitive agent desktop, seamless integrations and consistent management. For more than 15 years, Upstream Works has been developing flexible solutions for organizations wanting to improve the customer experience, operational efficiency and long-term business growth.


For more information, contact:

Janice Keay, VP, Marketing, Upstream Works Software