Upstream Works Software Ltd., a provider of customer experience and omnichannel contact center solutions, announced today that it is expanding its relationship with Cisco and is now a member of the Cisco SolutionsPlus partner ecosystem.
Cisco SolutionsPlus is a reselling program that places a select, strategic set of “Cisco compatible” products on the Cisco Global Price (GPL) list. Customers can easily and conveniently order these third-party products directly from Cisco sales teams and channel partners. Upstream Works products in the Cisco SolutionsPlus Program, including the Productivity Pack, complement Cisco’s advanced technology suite to create a complete contact center solution and a streamlined single-source offering for customers.
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“We’re very proud to have our solutions recognized for their innovation and value while we expand our partnership with Cisco to meet the growing need for customer experience excellence,” said Rob McDougall, President and CEO, Upstream Works. “We’ve been working with Cisco for many years and we’re excited about the opportunity to build on our joint success and accelerate growth with customer experience and contact center solutions that provide flexibility, value and opportunities for both our partners and customers.”
Upstream Works products will be offered by Cisco for all Cisco contact center platforms. The Upstream Works solution targets modern contact centers focusing on increasing agent engagement and performance, enhancing customer satisfaction and loyalty, and improving business efficiency and success. Upstream Works enables organizations of all sizes to meet and exceed customer expectations for customer journey excellence with a full omnichannel solution, the flexibility to meet unique business needs, and a platform designed for growth and innovation.
The customer experience solution for Cisco contact centers features a Single Agent Desktop connecting all channels, journeys and business systems across the enterprise to improve agent productivity and reduce customer effort. The easy-to-use, feature-rich desktop with optional knowledge management provides agents with one dynamic view of the customer and all the information needed to actively manage and optimize the customer journey. It connects all voice and digital channels, all customer interactions and context, and seamlessly integrates to any business system, data and CRM, empowering agents to exceed customer expectations for personalized customer service.
Upstream Works solutions are designed and optimized for Cisco contact centers providing streamlined workflows, cross-channel reporting and analytics, and ease of implementation, management and support for effective contact center performance, with the flexibility needed to scale and grow as the business demands.