Accelerate CX Innovation and Value

Upstream Works Desktop V6.0 Highlights

Upstream Works Desktop V6.0 features AI-driven optimization, real-time Dashboards, video engagements and Upstream Works on Webex Contact Center (UWW).

• Bot Experimentation Framework  – Optimize your bot and AI strategy with A/B testing of chatbots, emailbots and Virtual Agent Portal (VAP) bots. A/B test reports help contact centers evaluate bot effectiveness and provide deeper insights into specific bot performance.
• Event Data Stream Framework – Powerful AI analytics allow contact centers to evaluate agent assistive features like email templates and VAP to gain valuable insights of potential issues and operational efficiencies.
• Real-Time Omnichannel Dashboards – Dashboards display real-time or historical key performance indicators (KPIs) like First Contact Resolution (FCR) and Customer Effort Score (CES) to enable fast monitoring and actionable insights.
• Customer Effort Score (CES) KPI – Measure how much effort a customer must use to resolve an issue with your contact center and gain better insight into performance.
• Webex Connect Integration – Seamlessly integrate Webex Connect with Upstream Works Unified Digital Messaging (UDM) for consistent and streamlined conversations. Includes support for SMS, WhatsApp, Twitter DM, Facebook Messenger, and third-party bots.
• Webex Video Integration – Support on-demand video agents by seamlessly integrating the Upstream Works desktop leveraging Webex Meetings Video API. Customers can experience seamless escalations from chat to audio or video.
• Upstream Works on Webex Contact Center (UWW) – Our new platform offering, Upstream Works on Webex Contact Center, provides cloud migration flexibility and a consistent agent desktop experience.

Upstream Works Desktop V5.0* & AI Application Integration Highlights

Upstream Works Desktop 5.0 features a streamlined upgrade process, optimized performance, and remote agent access flexibility.

Experience new features including:

• Helping AI Help Agents – AI application integrations capabilities including a Virtual Agent Portal, Email Bot Handler Service, Chatbot Escalation, Chatbot Analytics and AI-powered Assist knowledge management without creating new silos.
• Email Bot Handler Service* – Automated email tasks like selecting tasks in queue, sending automated replies, completing tasks, and more. Work with the email bot provider of your choice to improve agent efficiency. 
• Streamlined Upgrade Program* – To ensure delivery success and optimized performance.
• Remote Agent Ready*  – With VPN-less access for increased flexibility and reduced support costs.
• UWF Omnichannel Cloud SaaS Solutions – For UCCX and xCCE on Cisco SolutionsPlus.

*Upstream Works Desktop 5.0

Upstream Works on Finesse V4.2 Highlights

Upstream Works on Finesse (UWF) V4.2 now utilizes Cisco’s Media Routing Peripheral Gateway (MR PG) protocol to route digital interactions improving contact center efficiency and centralized operational reporting.

Upgrade to UWF V4.2 and experience:

• Optimized Routing for Greater Contact Center Efficiency – One routing engine for all interactions within Cisco with real-time blending of voice, chat and messaging interactions at parity. A single platform provides centralized management of skills, queues and agent skill assignment for greater contact center efficiency.
• Centralized Operational Reporting – Simplified performance reporting across all channels from a single data source.
• High Availability for UQ Across All Channels  – Enterprise-grade High Availability (HA) for Universal Queue (UQ) across all channels.
• Simplified Management and Operations – Easy-to-use management interface simplifies task management.
• Additional Features – Greater desktop interface accessibility and Conversation API V2.0 makes it easier to add bots and new messaging applications for seamless self-service escalation to agent.

Upstream Works on Finesse (UWF) focuses on creating richer agent and customer engagements. Streamlined administration and management provides greater business value to contact centers of all sizes. Features and benefits include:

• Administration Enhancements – Set teams up for success with added flexibility and simplified operations to centrally administer, configure and manage with the new Upstream Works Consolidated Administration Console.
• Better Customer-Centric Engagements – Empower agents to further optimize customer engagements with new Outbound Customer Interactions functionality and FollowUp Task Queuing to better satisfy customers.
• Interaction History Enhancements  – Improve customer satisfaction by Logging Any Third-Party Media into Interaction History records. This provides full visibility into all customer interaction data, transcripts and attachments.
• Greater Efficiency and Accuracy – Gain efficiencies across workflows to reach faster and more accurate resolutions with new features like Email Review and AnyTask Transfer for both love and non-live channels
• Enhanced Online Help System – Agents, supervisors and administrators can now access the Online Help system. Find the right resources easily and quickly with enhanced search, how-to steps and detailed information.