News : Upstream Works Software Launches New Contact Routing Capabilities for Cisco Finesse
Toronto ON, Canada, June 5, 2015 -- Upstream Works, a provider of omnichannel insight and automation solutions for contact centers, announces the addition of Blended Queue and SLA Routing to its 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.
"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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - 5 MORE Ways To Demotivate Staff
More Editorial From Upstream Works
About Upstream Works:
Upstream Works provides best-in-class Omnichannel Contact Center software to increase customer engagement and agent success. 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.
Published: Tuesday, June 9, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re...
Content Guru helps organisations to communicate better, enabling them to satisfy the increasing expectations of both customers and colleagues. Our innovative cloud-based technology reduces the cost an...
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing...