Upstream Works Releases Upstream Works on Finesse Voice

Upstream Works Releases Upstream Works on Finesse Voice

Upstream Works Features Cisco Finesse Agent Desktop Functionality

Toronto, Ontario March 3, 2015 – Upstream Works, the leading provider of omnichannel insight and automation solutions for contact centers, announced Upstream Works on Finesse Voice. Upstream Works on Finesse Voice provides support for a voice-only channel while supporting all the interaction management features of the full Upstream Works on Finesse package.

Upstream Works on Finesse Voice is a voice-only licence that allows businesses to implement a cost-effective, easy-to-use customer contact solution. Businesses can quickly and easily add seats when needed, or expand existing seats to full Upstream Works on Finesse to address other customer communication channels such as email, chat, SMS and social media interactions – purchasing only the number of licences they require.

“With the end-of-life announcement of CAD, we saw a large hole in the voice-only Cisco contact center suite that could be filled by our Upstream Works on Finesse product line, it seemed to be a natural and timely progression to provide a pure voice smart agent desktop .” says Rob McDougall, CEO of Upstream Works. “And when the customer is ready to roll out additional communication channels, Upstream Works on Finesse Voice transitions seamlessly to our full omnichannel solution.”

Upstream Works on Finesse Voice is compatible with Cisco Finesse running on UCCE, PCCE, UCCX, and HCS. It is available from Cisco distribution partners.

About Upstream Works
Upstream Works’ solutions improve channel efficiency, allowing a business to track and manage customers across all interaction channels.  They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand the customer journey. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency.


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