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June 14, 2012

Cisco News - Upstream Works Rolls Out Upstream Works for Finesse at Cisco Live

By Jyothi Shanbhag, TMCnet Contributor

Upstream Works, a provider of multichannel insight and automation solutions for contact centers, has unveiled the Upstream Works for Finesse at Cisco (News - Alert) Live.

Upstream Works for Finesse uses the robust and flexible Cisco Finesse contact center to eliminate desktop confusion. It provides a single multichannel interaction framework for creating customer focused workflow applications which deliver agile business insight, including actionable First Contact Resolution details, according to the company officials.

"Our strength in role tailored contact center interfaces, along with our easy to use multichannel data mart for business intelligence, helps call centers eliminate calls and provide consistent service across channels," said Rob McDougall, Upstream Works (News - Alert) president.

Rob McDougall said that Upstream Works for Finesse extends all of these capabilities into the Cisco Finesse framework, to increase FCR, eliminate desktop silos and improve overall channel performance for any Cisco based contact center.

With Upstream Works for Finesse, customers can contact the way they want and it even supports phone as well as multichannel interactions such as e-mail, manual, and third party interaction types, including social media.

"The software builds on the openness of Finesse by exposing Upstream Works' functionality through a rich set of APIs. Developers can freely mix Cisco and Upstream Works APIs to create new gadgets." said Jerry Sokol, Upstream Works CTO. "Included is the capability to exchange data and coordinate workflow between multiple gadgets which provides contact centers with control and flexibility in the ever changing contact center environment."

The company is selling Upstream Works for Finesse Works directly or through its distribution partners.

Edited by Brooke Neuman

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