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News : Upstream Works Software Partners with Selligent on Data-Driven Customer Engagement Solutions

#contactcenterworld, @upstream_works, @selligent

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."

#contactcenterworld, @upstream_works, @selligent

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.globenewswire.com


About Upstream Works:
Company LogoUpstream 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.
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About Selligent Marketing Cloud:
Company LogoSelligent 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.
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Today's Tip of the Day - Keys To Technology

Read today's tip or listen to it on podcast.

Published: Tuesday, September 17, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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