News : Upstream Works and ZOOM International Announce Cisco Solution Partnership
Vaughan, ON, Canada, June, 2018 -- Upstream Works Software Ltd. and ZOOM International, both providers of Omnichannel Contact Center solutions, announced a new partnership to provide customer experience (CX) solutions and power Cisco contact centers. Together, the companies make it easier and faster to deploy effective solutions and improve business outcomes.
Brian Shore, CEO of ZOOM International explained, "Customer experience is still at the top of the list of C-level priorities. But, there is an inevitable force working against CX improvements inside the contact center. It is the friction caused by separate channels and silo-ed systems. At some point, companies need to bring data and apps together to improve CX. With our new, joint integration, we aren't just connecting two apps. Each of our respective products already bridge to dozens of other contact center apps. Together, we connect to every key vendor, type of app, and channel in the contact center. With our new connector, joint customers can accelerate CX improvements and run a smarter, next-gen Cisco contact center."
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The joint solution integrates all major contact center elements, including the agent desktop, all channels and interactions (voice and digital including SMS, email, web, social, video/co-browse), CRM, workforce optimization, workforce management, analytics, call recording, quality management, legacy systems, and knowledge management. By blending all aspects of contact center functions, Upstream Works and ZOOM are helping organizations run a smarter contact center that delivers a better customer experience and improves operations.
"We’re excited to be working with ZOOM, combining our strengths into a single solution that improves interactions across every customer touchpoint. The collaboration is an opportunity to extend and complement our products and services with an innovative and growing company that is committed to customer care excellence, just as we are," said Rob McDougall, President and CEO, Upstream Works. "ZOOM and Upstream Works share a commitment to and reputation for high quality solutions that are easy to implement, use and support. Together we are meeting the growing demand for solutions that elevate and transform the agent and customer experience."
Posted by Veronica Silva Cusi, news correspondent
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About Upstream Works:
Upstream Works provides Omnichannel Contact Center software. We are passionate about creating solutions that help organizations exceed their customer experience goals. . We bring the omnichannel customer journey together across all applications and platforms with a single, integrated agent desktop with management simplicity. For over 15 years, organizations around the world and across all industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiencies and transforming the customer journey.
About ZOOM International:
ZOOM International is a provider of innovative multimedia recording, quality management and speech analytics solutions for contact centers and unified communications. ZOOM’s solutions are designed to capture communications and provide critical detail in performance management while enhancing customer care, reducing business liability and improving customer retention rates. ZOOM’s specific focus on Cisco and Genesys provides a product for both the enterprise and commercial space. ZOOM is the vendor of choice for customers who demand ease of use, exceptional support, and attractive cost of ownership.
Published: Monday, June 11, 2018
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