#contactcenterworld, @upstream_works, @Cisco
Woodbridge, ON, Canada, Apr, 2023 - Upstream Works, a provider of agent-first contact center desktop solutions, announces Upstream Works Desktop 6.0, which features optimized AI and bot management capabilities, performance dashboards, enhanced digital and video engagements with Webex by Cisco, and platform expansion with Upstream Works on Cisco Webex Contact Center (UWW). With a focus on the omnichannel agent experience and enterprise innovation, contact centers can empower agents, provide an efficient customer service experience, and improve business performance.
Upstream Works provides flexible omnichannel contact center desktop solutions that support digital transformation, innovation, business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments.
Upstream Works Desktop 6.0 allows clients to further optimize bot performance and effectiveness with the new Bot Experimentation Framework, which allows bot comparison and A/B testing, as well as with advanced reporting and analytics. The Event Data Stream Framework provides powerful and flexible reporting capabilities on agent assistive features, enabling data-driven decisions and easier management.
"We’re excited to announce Upstream Works Desktop 6.0 and take our desktop solutions to the next level. With our AI and Bot Experimentation Framework, clients can truly evaluate the impact of AI applications across multiple points in the customer journey," says Rob McDougall, CEO of Upstream Works. "We’re bringing all digital and Webex Video engagements together onto one seamless agent desktop, making it easier for agents to personalize CX. And we’re continuing to provide our clients with more options as we expand our platform offering with Webex Contact Center."
Upstream Works omnichannel contact center desktop solutions are optimized for enterprises and are available on premise and in the cloud, and with a choice of platform, including Amazon, Cisco, Webex by Cisco and digital-only solutions, with the flexibility to easily migrate and scale.
#contactcenterworld, @upstream_works, @Cisco
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com
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 Cisco:
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
Published: Tuesday, April 4, 2023
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