Cisco produces its Finesse Contact Center software for businesses that need a multi-channel platform inside a thin desktop client for both agents and managers. Upstream Works seeks to improve that interface, and its efforts have gained TMC's undivided attention.
Upstream recently announced that its Upstream Works for Finesse software, which creates a Web-based smart agent desktop for the Finesse contact center, has gained a 2015 Unified Communications TMC Labs Innovation Award from INTERNET TELEPHONY magazine. TMC Labs provides industry recognition every year to companies that have demonstrated innovations and uniqueness in their fields of work. For Upstream, specifically, TMC CEO Rich Tehrani noted its high quality.
“Upstream Works Software has displayed its commitment to quality and innovation in the development of the unified communications industry,” Tehrani said. “I look forward to more innovation from Upstream Works Software and their continued effort toward improving the future of the UC industry.”
As for the inner workings of the software itself, Upstream CEO Rob McDougall commented that his employees have a keen insight about what customers look for in service interactions. He said his staff has done a fantastic job of thinking about call center's needs and making sure agents are able to connect easily with customers through any communications channel. The platform works by creating simple desktop interfaces that manage all channels at once and help produce insight about why first contact resolutions were effective.
The toughest part about handling omnichannel communications is that there are now so many options to consider. Businesses must first provide the infrastructure for voice, video, instant messaging, social media, and email, but that is only the beginning. They then must handle all those channels simultaneously without allowing computers to handle too much of the interaction.
Customers have shown that, at times, they may prefer self-service. However, when they need help from a brand, they want a personal touch. TMC has noted Response Tap research that says customers can feel more confident when on the phone with an agent. Yet, it can sometimes take a Herculean effort for customers to reach a representative in the first place.
This is where Upstream can become extremely important. It creates simplified agent workflows so they know exactly how to help customers on their preferred channels. It frees agents to think about solving problems and removes the perceived need to create blockades out of interactive voice response and self-help systems. It makes the switch from confusion and overwhelming choices to ease of use. And that complex switch, as simple as it may appear on the surface, is what gains awards.