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Upstream Works Software and Natilik Partner to Deliver Better CX

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Upstream Works Software and Natilik Partner to Deliver Better CX

May 12, 2017

By Michael Guta,
Contributing Writer

Businesses are constantly trying to figure out how to maintain, improve and prolong the relationship they have with their customers. Part science and part art, the customer experience (CX) still hasn't been fully figured out, but digital technology is making it much easier to engage with consumers and make sense of these interactions to come up with better ways to improve overall customer service. To that end, Upstream Works Software and Natilik have formed a new partnership to make it easier and faster to deploy best-in-class CX using Cisco (News - Alert)'s collaboration platform.

Upstream Works Software and Natilik are bringing the experience they have in digital communications, omni-channel contact center software, applications, platforms and management for this collaboration. Upstream Works (News - Alert) for Finesse (UWF) will be used in conjunction with solutions from Natilik to improve the customer experience.

This type of collaboration is essential in today's market place, which is seeing consumers that are demanding and expecting high-levels of customer service, engagement and experience from the companies they do business with. 

Rob McDougall, President and CEO, Upstream Works, address this development by saying, "Today's modern customer expects a seamless, connected, continuous experience with service on their terms, however many contact centers are challenged to meet those expectations. With UWF and Natilik, we're empowering clients to measurably improve the customer experience with flexibility and options to easily scale as their business grows."

The UWF solution unifies all channels and interactions with an intuitive single agent desktop that includes improved visibility and deeper insights so agents in contact centers can provide customer engagements that are more personalized. Agents can access all customer information and interaction activity, history and context for any channel, across the enterprise. For organizations, having all of this data means being able to make informed decisions to improve contact center operations.

The integration UWF provides also brings together systems, platforms and existing applications. This includes being able to migrate from Cisco Agent Desktop to Upstream Works for Finesse to improve performance and CX. This flexibility can address the voice and digital customer journey, no matter which touch points are being used.

"As organizations look to enhance their customer experience, Upstream Works delivers a key capability to seamlessly integrate different interaction channels on the agent desktop and empower agents with context around the customer journey. We see Upstream Works as a key component in our contact center portfolio and are delighted to have them as an eco-system partner said Chris Gascoyne, Director Customer Experience, Natilik.

Edited by Maurice Nagle
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