Upstream Works Introduces New Software for Better Customer Engagements and Ease of Management

Vaughan, ON, November 30, 2017 – Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announces Version 3.5 of its signature software, Upstream Works for Finesse (UWF). This latest release provides new capabilities for more granular, precise control over interactions, infrastructure enhancements that increase efficiency and optimize resource allocation, features for simplified administration, and greater integration flexibility.

Upstream Works for Finesse (UWF) provides a comprehensive omnichannel solution that enables contact centers to deliver insightful, personalized customer care excellence for all interactions, across the entire customer journey. A web-based, omnichannel workspace, UWF enhances Cisco Finesse with features that increase agent success and enhance customer experience outcomes. UWF helps organizations extend the business value of their existing investments with extensive and seamless integration capabilities, and provides future-proof solutions that can grow and adapt to changing market and customer needs.

“Customer expectations for a personalized experience with service excellence continue to rise.” explains Rob McDougall, President and CEO, Upstream Works Software. “Innovating customer care requires a solution that is flexible and scalable to meet the diverse needs of the modern contact center. With Release 3.5 of UWF, we introduce infrastructure enhancements and solution capabilities that help improve the customer experience while optimizing operations for any contact center size, whether on premise or a hosted cloud solution.

With these new features and more, contact centers have the information and tools they need to provide consistent, exceptional experiences for agents and customers across all channels, interactions, applications, and platforms. With its enhanced integration capabilities, UWF enables organizations to seamlessly integrate and leverage the applications they already have while benefitting from the feature-rich Single Agent Desktop for all channels. UWF offers a strategic solution for growth of all channels with management simplicity and consistent business reporting across all channels.

About Upstream Works Software Ltd.

Upstream Works provides best-in-class Omnichannel Contact Center software for the Cisco Collaboration Platform to increase customer engagement and agent success. We bring the customer journey together across all channels, interactions and applications with seamless integration and management simplicity. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

See UWF in action at or request a personal demo at


For more information, contact:

Janice Keay, VP, Marketing, Upstream Works Software, Ltd.

905.660.0969 x397,


Upstream Works and Upstream Works for Finesse are trademarks of Upstream Works Software, Ltd.