We believe the most effective customer care resolves the customer’s concern on the first contact. UPSTREAM WORKS Upstream Works delivers contact center solutions and customer experience analytics that reduce costs and improve customer retention. From agent desktop to analytics and contact center automation, we provide companies with the omnichannel insight and tools they need to simplify the agent experience, successfully improve First Contact Resolution, and manage the customer experience. We provide organizations across a number of industries with visibility, accountability and control over all customer interactions regardless of source: phone calls, email, SMS, Chat, IVR / web self-service, and social media. Our solution allows agents to view: What is driving customer contact traffic How to reduce repeat contacts How to right-channel customer interactions How to improve customer satisfaction How to identify broken processes which are important to the customer experience How to improve the efficiency of the contact center Upstream Works uses interaction management as a way to simplify and understand the entire customer experience. Our solutions reflect our core philosophy that providing the best customer service is the most cost-effective and profitable option for any company. up © 2015 Upstream Works. All rights reserved. Our Solutions UPSTREAM WORKS FOR FINESSE OMNICHANNEL UWF Omnichannel provides a single omnichannel smart agent desktop that enhances Cisco Finesse with easyto-use gadgets that are designed to improve the agent, business and customer experience. UWF Omnichannel integrates with your existing web-based client/server or agent desktop/CRM applications to maintain business value. UPSTREAM WORKS FOR FINESSE VOICE UWF Voice is a cost-effective, easyto-use customer contact solution that includes all the interaction management features of UWF Omnichannel in a voiceonly configuration. Add seats quickly and easily when needed, or expand existing seats to full UWF Omnichannel to address other customer communication channels such as email, chat, SMS and social media interactions. UPSTART CONTACT CENTER AGENT Provides a role-tailored agent desktop application for the contact center. Improve service delivery and performance while collecting full interaction context for every customer interaction. UpStart supports inbound phone, email, chat, and other interaction types. For all channels, Contact Preview shows who is contacting you, why they are contacting you, and how long they’ve been in queue. You can also see their previous contacts and reasons in the Interaction History panel. BUSINESS INTERACTION MANAGER Collects customer interactions from across the organization, wherever they occur, in real time, and provides that information to business users — from executives to front line customer service staff — in an easy-to-use and roletailored fashion to improve productivity and customer experience. AGENT DESKTOP Agents are the heart of the contact center. Our smart agent desktop solutions reduce average handle times and improve productivity while empowering agents and improving compliance. CTI SOLUTIONS Upstream Works Interaction Management Automation Services (IMAS) provides the most flexible and user friendly contact center solution available in the industry, supporting a feature rich and expandable contact center infrastructure. UWF ANALYTICS With users tracking millions of interactions monthly, UWF Analytics has been used to directly improve productivity, eliminate unneccessary contacts, reduce training costs and improve First Contact Resolution rates. Upstream Works Product Features UPSTART Key Features: UWF VOICE Key Features: UWF OMNICHANNEL inlcudes all UWF VOICE Key Features and adds: Agent Performance and FCR through Business Interaction Manager Agent Performance and FCR through Business Interaction Manager Channel Operations Reports Interaction Reason Capture Interaction Reason Capture Directory Directory Marquee Marquee Interaction History Interaction History Contact Preview Contact Panel with simple screen pop Integrated CTI Team View for Supervisors Agent Statistics Taskbar Email Gadget KPI Analytics Chat Gadget Agent to Agent Chat Notepad SFDC connector Notice panel for out of bound tasks MS Dynamics connector Email Gadget Chat Gadget SMS Gadget Open API Connection For more information, please visit us at: www.upstreamworks.com Email: [email protected] Toll Free: 1-800-808-5220 up © 2015 Upstream Works. All rights reserved.
© Copyright 2018