Accelerate CX Innovation and Value

Upgrade for New UWF Capabilities and Enhancements

You talk, we listen. Each release of Upstream Works for Finesse has been carefully planned and designed to deliver value to our customers – whether it’s new CX features, simplified administration, enhanced integration, or support for emerging technologies.

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 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 for Finesse V4.2 Highlights

Upstream Works for 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 for Finesse V4.1 Highlights

Upstream Works for 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:

Upgrade to UWF V4.1 and experience:

  • 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.

Upstream Works for Finesse V4.0 Highlights

Upstream Works for Finesse (UWF) V4.0 helps organizations keep customers and agents engaged. It blends all conversational data, Interaction History and rich reports for personalized CX and optimized agent performance. UWF V4.0 delivers the omnichannel capabilities and enhancements that today’s contact centers require. Features and benefits include:

Upgrade to UWF V4.0 and experience:

  • Limitless Cross-Channel Engagement – Get consistent and personalized engagement across all channels, including Bots, Social, Video, Messaging, Co-browse, Web Chat, Email, Voice, SMS, AnyTask, and more.
  • Unified Digital Messaging – Provide continuous conversations across virtual platforms like Facebook Messenger, WhatsApp, TwitterDM, WeChat, and more.
  • Social Care – Monitor and escalate posts and messages from social media websites like Facebook, Twitter, LinkedIn, Pinterest, YouTube and more.
  • Video & Co-browse – Guide customers to quick and effective resolutions through personalized and hands-on service.
  • Real-Time Visibility & Control with UWF Supervisor – Simplify team management with tailored views, flexible filters and drill-down to details for both voice and digital channels.

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 Assist Knowledge Management

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.
Upstream Works for Finesse V3.0 Highlights

New features and capabilities have been added to enhance collaboration, flexibility and customer experience.

At Upstream Works, we’re redefining the customer experience – for you, your customers, for all of us.