Woodbridge, Ontario, Canada, Sept, 2019 -- Upstream Works Software Ltd., a provider of Omnichannel Contact Centre solutions, today announced its partnership with Selligent to enable and deliver effective, integrated, enterprise-wide customer care engagement solutions.
Selligent’s intelligent omnichannel experience and marketing platform enables companies to engage and maximise every moment with connected consumers.
Together, the two companies will jointly deliver solutions through an integration that will surface Selligent’s consumer-specific data and insights, including all interaction, transaction and behavioural data, coupled with recommendations for next best offers, onto the Upstream Works desktop. This will allow agents to drive additional sales and be more productive in their conversations with end consumers.
"The boundaries that separate marketing efforts from contact centre activities are quickly dissolving as customers embrace social media and other non-traditional channels to engage with their providers," said Rob McDougall, President and CEO, Upstream Works. "Integrating with Selligent allows our clients to use actual customer interaction data in marketing. This will directly improve the impact of every marketing dollar spent, and ensure that the customer experience is germane, based on information that was directly provided to contact centre agents."
"Data is at the heart of our platform and having a universal view of the customer is critical to delivering personalised experiences," said John Hernandez, CEO of Selligent. "Partnering with Upstream Works will allow us to deliver a fully-integrated and extensible solution that empowers agents with omnichannel engagement insights to offer the next best action to consumers. This integration will help drive employee productivity and enable businesses to deliver the ultimate customer experience."
Posted by Veronica Silva Cusi, news correspondent
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 Selligent Marketing Cloud:
Selligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform.
Published: Tuesday, September 17, 2019
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