Leverage What You’ve Got – Real Business Value with a Connected CX

 

How Upstream Works helps organizations bring the customer journey together for Improved CX & Rapid ROI on the promise of a transformed CX

Contact Centers are complex and expectations are changing rapidly. There are often multiple groups, several lines of business, separate databases, numerous agent desktop applications, a blend of voice and digital channels and various legacy and in-house systems. In addition, customers expect a simplified, continuous, consistent experience across their journey at every interaction and communication point.

To face this challenge, it’s time to successfully leverage every aspect of your infrastructure, including CRM, to maximize your investments and ensure a seamless and satisfying customer experience.

Consider:

  • One agent desktop unifying all channels and applications for full visibility
  • A customer interaction strategy that spans the entire organization
  • An open platform with flexibility and scalability, leveraging existing investments
  • Improving agent effectiveness and operational efficiency
  • Enhanced reporting for improved business outcomes
  • Reduced customer effort and increased customer loyalty

Empower your agents with the information they need to provide an informed, personalized and proactive CX. Consider developing a holistic strategy for your organization, leveraging the strength and value of all systems, whether WFM, QM or CRM – with seamless integration of all applications.

This whitepaper identifies the Five Elements of Omnichannel Success, positioning you to deliver an enhanced agent and customer experience.

Contact Us to learn more about Upstream Works and Upstream Works for Finesse (UWF).

Upstream Works Team 

Upstream Works provides Omnichannel Contact Center 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. Organizations gain actionable insights with full context, Interaction Activity, History and Reporting across the enterprise, enabling a consistently excellent customer experience.

www.upstreamworks.com | info@upstreamworks.com

© 2017 Upstream Works Software, Ltd. All rights reserved. Upstream Works and Upstream Works for Finesse, and their respective logos, are trademarks of Upstream Works Software, Ltd. All other trademarks and logos belong to their respective owners.

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