Upstream Works Announces Partnership with Italtel

Upstream Works and Italtel Spain join forces to accelerate digital transformation for contact centers

Woodbridge, Ontario, May 27, 2020 – Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, is announcing a new partnership with Italtel Spain, a provider of end-to-end information and communication technology. The partnership makes it easier and faster to deploy best-in-class integrated customer engagement solutions for customer service excellence.

Upstream Works delivers enhanced omnichannel solutions for Cisco contact centers and specializes in improving engagements for both customers and agents across the customer journey. Upstream Works for Finesse (UWF) provides a flexible and extensible solution that enables organizations of all sizes to accelerate digital transformation and gain operational efficiencies. UWF empowers agents with a full-featured desktop, real-time interaction data and streamlined workflows, ensuring customers have a seamless, consistent and personalized experience across all channels.

“We are pleased to partner with Italtel to jointly deliver omnichannel solutions that allow clients to realize the true value of a connected experience,” said Rob McDougall, CEO of Upstream Works. “In our current climate, it is more important than ever for contact centers to have the flexibility to adapt to changing business needs. Together with Italtel, we’re making it easier for organizations to optimize productivity with the flexibility to work remotely, manage in real-time and personalize the customer experience across all channels.”

During this time of uncertainty, contact centers are experiencing high volumes of customer interactions daily. Upstream Works and Italtel have the expertise and depth of operational experience to deliver varied and integrated technology solutions that enable businesses to meet customer experience expectations and improve business outcomes.

“Our new partnership with Upstream Works is part of Italtel’s strategic efforts to provide best-in-class customer experience solutions. In the past, these efforts have garnered the highest level of certifications from Cisco, who has been one of our key partners for more than 20 years,” said Félix Luna Castro, General Manager of Italtel Spain and Portugal. “Upstream Works plays a fundamental strategic role in the Cisco partner ecosystem and we are excited to work together to further the reach of our combined end-to-end customer engagement solutions.”

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 customer experience, operational efficiency and long-term business growth.

About Italtel Spain

Italtel Spain is an information and communication technology company that combines the traditional positioning in networks and communications services with the ability to innovate and develop solutions and applications for digital transformation. Italtel designs and offers end-to-end solutions that address key issues for productivity and business success, as well as for the evolution and simplification of network infrastructures. Italtel is part of the Exprivia|Italtel Group since December 2017.


For more information, contact:
Janice Keay, VP, Marketing, Upstream Works Software

Italtel SA Marketing Spain