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
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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