Effective Customer Experience Management
In order to deliver an exceptional customer experience, contact center software needs to provide customers with communication options on their terms – with channel choice and convenient service. It also needs to provide agents with a single desktop tool that brings together customer information from across the organization. A true omnichannel contact center is different than a multichannel contact center. A true omnichannel contact center means being able to consistently deliver services to customers across all channels, no matter where their customer journey takes them.
Upstream Works for Finesse (UWF) provides omnichannel customer service capabilities to the Finesse Agent Desktop.
Beyond traditional call center software, UWF is a flexible omnichannel agent desktop, that can be delivered on-premise or as a cloud contact center software solution. Omnichannel-ready configurations are available, and all Cisco Collaboration platforms including UCCE, PCCE, UCCX, HCS are supported. This flexibility is essential in order to meet the diverse needs of the modern contact center.
The web-based architecture means it’s scalable, flexible, and easy to deploy. It leverages existing infrastructure with its seamless integration capabilities, providing a lower total cost of ownership and delivering a rapid ROI.