What’s Up? – Upstream Works Partner Update


October 2017 Edition


Welcome to the first edition of What’s Up?, a newsletter for our partner community. This publication provides an update on what’s new at Upstream Works, including product announcements, events and webinars, new ways Upstream Works is helping customers, and more. We welcome your feedback and look forward to engaging with you.

What’s New?

Announcing Upstream Works for Finesse V3.0
The latest release of UWF provides features for agent collaboration, team communication, and knowledge sharing for an effortless CX. Learn more.

Upstream Works in the News
There is a lot happening at Upstream Works. We’re winning awards, signing new partners, and expanding our global footprint. Read the news.

Customer Preference and CX
Featured blogger and CEO Rob McDougall shares his insights on Customer Preference.

Cybersecurity and Reducing Risk
In case you missed it, watch our on-demand webinar on Cyber Threat and Customer Care. Learn about reducing risk and preventing fraud in the contact center. 

Customer Stories 

We’re sharing recent competitive wins showcasing innovation and leadership. Together, we’re transforming contact centers. 

Streamlining Member Experience on a Single Platform 
This financial organization has a vision to streamline the member borrower experience, with simplified communications on a single platform, and members benefiting from consistent, high-quality service across all touch points. The client chose Upstream Works for a holistic omnichannel solution and strong partnership. UWF Solution:

  • UWF and contact center platform: UCCE
  • Channels: phone, email, chat and planning for SMS
  • Multiple Integrations including: CRM, WFM, logging IVR activity in UWF’s
    Interaction History
Increasing Credit Union Service Options  

The client had older systems in place and were updating their core UC and CC platforms to offer more service options and deliver a superior member experience. The client chose Upstream Works through referral by another satisfied UWF credit union custome. UWF Solution:

  • UWF and contact center platform: UCCX
  • Channels: phone, email. chat and manual
  • Multiple integrations including email and Jack Henry Symitar® solution
Retail Omnichannel CX Excellence  
The existing solution was unreliable and unable to meet the needs of this retailer’s customers. The business goal was to unify its many brands with omnichannel customer experience excellence. The client chose Upstream Works to keep their customers engaged while updating their support center and adding new channels. UWF Solution:
  • UWF and contact center platform: HCS
  • Channels: voice, email, chat
  • Multiple integrations including WFM, Calabrio, Knowledge Management

We’re always at industry events sharing insights, powerful demos and discussing what it takes to transform agent and customer engagements. See our events calendar for upcoming events.

  • 2017 Credit Union Conference, Las Vegas: October 16-18
  • Contact Center West, Frost & Sullivan, California: October 16-18
  • Contact Center Nation, Phoenix: November 15
Any questions, ideas, insights – we’d love to hear from you partners@upstreamworks.com

Working Together and Partnership

At Upstream Works we’re committed to your success. We extend your solutions – with flexibility to support  varied and complex needs with a consistent feature set and a responsive partner approach that ensures delivery success. We welcome the opportunity to help you with omnichannel strategies and challenging integrations, powerful solution features and functionality and live product demonstrations. We’re here to help you win.

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