Upstream Works for Finesse V3.0

Upstream Works for Finesse V3.0 with New CX Features,
Collaboration Tools and Enhanced Efficiency

We’re pleased to announce Upstream Works for Finesse (UWF) Version 3.0. This latest release of UWF introduces new features within the Single Agent Desktop, making it even easier for organizations to provide a consistent, successful agent and customer experience. Version 3.0 also introduces enhancements to the system architecture, benefitting our solution partners and their customers.

UWF V3.0 enables effective team collaboration and provides intuitive tools for effortless interactions; Supervisors gain enhanced CX Management tools and reports, and a simplified architecture provides improved system scalability and efficiency.

UWF V3.0 features and benefits include:

New Agent Collaboration Tools for Effortless Customer Experience 

  • Chat Conference: Agents and Supervisors can be easily consulted or conferenced into a customer chat for coaching or issue escalation.
  • Team Chat Rooms: Agents can quickly consult with team members in persistent chat rooms to share knowledge and resolve customer issues.
  • Media Search and Email Enhancements: Agents can offer a more personalized and consistent customer experience with new email client features.

Enhanced CX Management Tools and Reports for a Consistent Customer Experience

  • Redesigned Marquee: Supervisors can now use the Marquee to easily create and send team and mass communications in real-time with thresholds and alerts to improve efficiency and share key information.
  • Omnichannel Agent Interval Report:  New report to easily track all agent voice and digital tasks and ready states in a single view.

Improved Scalability and Efficiency for Ease of Deployment 

  • Scalable Architecture for Simplified Deployments: Appliance Model Architecture for easier, highly scalable and resource-effective deployment of large scale systems.
  • Improved Efficiency: Task database redesign offers increased efficiency
  • Enhanced System Health Monitoring: Event logging and performance counters for proactive system management.
  • New Installation and Upgrade Utilities: Faster, easier installs and upgrades.
Upstream Works continues to innovate beyond the release of UWF Version 3.0, with plans for extended Knowledge Base capabilities, additional Supervisor features, extended chat and chatbot support, enhanced reporting with increased granularity for contact center management and omnichannel WFM, and continued support for Cisco Finesse.
Read the full press release here.

Simplify and improve agent and customer engagements across the connected customer journey. Let us show you what’s in it for you.Upstream Works Team

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