Bringing together all of the channels, interactions, and communications into one desktop means a seamless and complete experience for agents, customers, and management. They also represent aspects of the customer journey which would otherwise be lost. Handling these tasks takes time out of the agent’s day and therefore should be included when examining agent time allocation. We also offer support for anything that a business refers to as a work item, including more traditional communications like white mail and faxes. It’s not just calls, email, and chat – increasingly, we are seeing a demand for SMS, social, co-browsing, self-service, AI & bots, video, and more. Upstream Works for Finesse is an omnichannel agent desktop. Customer Engagements– AI / Bots, Co-browse and more Let’s take a look at some example integrations we can provide, and how they benefit the organizations we’re working with. That means a better experience for your agents (who wants to juggle 30+ desktop applications?) but also for your customers, who get faster resolution, and more personalized and proactive engagement with your brand. Upstream Works takes an open approach to integration, bringing together all your channels, interactions, data, systems, and processes across the enterprise while providing the means to easily leverage all of the information in a single, intuitive workspace for managing and optimizing customer engagements across the journey. These same organizations are evaluating trending and emerging CX technologies and strategizing for how best to incorporate them and benefit from them.

Rather, organizations that we help usually have a number of existing tools, databases, vertical applications, and proprietary systems that they rely on in order to service customers. The key to improving agent and customer engagements is to streamline and automate processes across contact centers and business units with effective integration of systems and information.Īs an organization that designs and deploys customer experience solutions for contact centers and brands worldwide, one thing we rarely see at Upstream Works is a true greenfield environment. Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience. Seamless Customer Experience Requires Smart IntegrationsĬustomer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience.

Seamless customer service