Upstream Works Software Ltd.

Upstream Works Software Ltd.

June 05, 2015 08:00 ET

Upstream Works Software Launches New Contact Routing Capabilities for Cisco Finesse

TORONTO, ONTARIO--(Marketwired - June 5, 2015) - Upstream Works, the leading provider of omnichannel insight and automation solutions for contact centers, announced today the addition of Blended Queue and SLA Routing to its award winning Upstream Works for Finesse agent desktop. This added functionality enables contact centers to have fully blended agents for truly unified contact handling, and elevates omnichannel service level objectives from something that is strictly measured, to something that influences and improves how contacts are routed.

With Blended Queue (BQ) routing, omnichannel items are routed by the Cisco UCCE and UCCX platforms for seamless unified contact handling at the desktop. In conjunction with this blended queue, Upstream Works for Finesse (UWF) also now provides a mechanism for defined service level criteria to directly influence how contacts are processed. Omnichannel contacts are routed according to SLA priority, providing a dynamic and effective method for ensuring that customers are all served according to the expectations set by the business.

"By improving our overall routing capabilities with SLA Routing and a blended queue, we are helping ensure that agents always get the right work, at the right time, according to their skills and the needs of the customer," says Rob McDougall, CEO of Upstream Works. "Adding in these features - which span any incoming communications channel - significantly improves a business's ability to provide a great customer experience."

About Upstream Works

Upstream Works provides solutions which empower businesses to track and manage customer communications across all interaction channels. Its complete suite of agent and management tools improves operational efficiency and increases revenues, capturing all the details needed to understand and leverage the customer journey. With an Upstream Works solution you gain insight and visibility into every aspect of your contact center: the customer experience, your agent performance and critical operational metrics.

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