Toronto, Ontario June 12, 2012 -- Upstream Works, providers of multichannel insight and automation solutions for contact centers, announced the debut of Upstream Works for Finesse. Upstream Works for Finesse enhances Cisco Finesse with easy to use gadgets that are designed to improve agent, business and customer experience.

"Our strength in role tailored contact center interfaces, along with our easy to use multichannel data mart for business intelligence, helps call centers eliminate calls and provide consistent service across channels," said Rob McDougall, Upstream Works President. "Upstream Works for Finesse extends all of these capabilities into the Cisco Finesse framework, to increase FCR, eliminate desktop silos and improve overall channel performance for any Cisco based contact center."

"The software builds on the openness of Finesse by exposing Upstream Works’ functionality through a rich set of APIs. Developers can freely mix Cisco and Upstream Works APIs to create new gadgets." said Jerry Sokol, Upstream Works Chief Technology Officer. "Included is the capability to exchange data and coordinate workflow between multiple gadgets which provides contact centers with control and flexibility in the ever changing contact center environment."