Accelerate CX Innovation and Value
Upgrade for New UWF Capabilities and Enhancements
Upstream Works for Finesse (UWF) is your single agent workspace for customer experience excellence. As our valued customer, we want to ensure that you are leveraging all its new features and capabilities for improved performance and a competitive edge.
Upstream Works for Finesse V3.7 Highlights
Upstream Works for Finesse (UWF) V3.7 focuses on improving the digital customer experience. It provides agent productivity features and digital capabilities that enable organizations to offer consistent, efficient, and personalized service for the entire customer journey. UWF V3.7 features and benefits include:
Upgrade to UWF V3.7 and experience:
- Chat Enhancements – Brandable chat, form designer, smart availability and CX rating features that are easy to tailor and manage for a consistent brand and omnichannel customer experience.
- Simplified Management – Bulk email capabilities, Interaction History management support for GDPR, and deeper FCR visibility for faster resolution and simplified management
- Improved Task Management – Concierge Manager and Smart Queue Search for more efficient task management.
- Additional features – Enhanced security, knowledge search capabilities, and ease of implementation for faster Time to Value (TTV)
Upstream Works for Finesse V3.6 Highlights
Upstream Works for Finesse (UWF) V3.6 focuses on customer journey engagement. It provides capabilities that enable organizations to deliver a seamless, dynamic, omnichannel customer experience. UWF V3.6 also includes enhanced integration, security and architecture for optimized performance. UWF V3.6 features and benefits include:
Upgrade to UWF V3.6 and experience:
- Knowledge Management – Intelligent knowledge base that is easy to collect, search, organize, guide, collaborate and manage for consistent omnichannel customer service
- Customer Journey Engagement – Optimize engagements with FollowUp activities related to tasks
- Enhanced Chat APIs – Real-time data provides intelligent chat capabilities for a better CX
- Enhanced Integrations – Bot integrations and APIs for continuous conversations and greater task efficiency
- Increased Security – API Authentication, Enhanced Security for Web Gateway, and reCAPTCHA support
- Architectural Enhancement – Support for multi-tenant configurations
Upstream Works for Finesse V3.5 Highlights
Upstream Works for Finesse (UWF) V3.5 focuses on increasing agent efficiency and optimizing Contact Center operations. UWF V3.5 features and benefits include:
Upgrade to UWF V3.5 and experience:
- Agent Allocation Enhancements – Omnichannel agent allocation allows for Visual Queue for voice and call back features
- Infrastructure Enhancements – Support for SQL Server 2016 and database consolidation
- Security and Admin Enhancements – Support for Cisco Single Sign-On (SSO)
Upstream Works for Finesse V3.0 Highlights
Upstream Works for Finesse (UWF) V3.0 focuses on providing an effortless engagement experience for both agents and customers. UWF V3.0 features and benefits include:
This Upgrade to UWF V3.0 and experience:
- New Agent Collaboration Tools -Agents can deliver a more informed, streamlined, and successful customer experience.
- Enhanced CX Management Tools – Supervisors can now easily manage team and mass communications through a redesigned Marquee; preview and manage media templates; and view all agent activity in one report.
- Improved Scalability and Efficiency – A new architecture provides improved scalability and efficiency for easier and faster deployments and upgrades.
