Contact Center Solutions Featured Article

Upstream Appoints a New SVP, Worldwide Sales

February 16, 2018

Andy McDonald has been appointed Senior Vice President of Worldwide Sales at Upstream Works. The announcement was made Wednesday, February 14 by the Omnichannel Contact Center solutions provider. The goal with appointing McDonald to this position is to enhance the demand for global communication solutions.

“At Upstream Works, we have an incredible opportunity ahead of us, to build upon our foundation into our next phase of development. Andy has an impressive record delivering growth, leading teams and significant experience in the industry serving end-to-end customer service requirements. We are excited to leverage Andy’s experience to further our international presence,” said Rob McDougall, President and CEO, Upstream Works. 

McDonald was previously the VP Sales and GM EMEA at Upstream with an emphasis on high growth, customer experience, and digital customer care. He helped to lead the company into the European market so he understands the ever-evolving world of contact centers. Prior to Upstream, McDonald held senior leadership positions at Avaya, Nice, and eGain.

Additionally, Upstream just launched Upstream Works for Finesse V3.5 with enhancements including:

  • Agent allocation: visual queue for voice and web call back enhancing agent efficiency and customer experience
  • Infrastructure: support for SQL server 2016 and database consolidation, optimizing resource usage, and increasing efficiencies
  • Security and administration: support for Cisco Single Sign-On (SSO) and TLS 1.2 compliance

These new additions should be no struggle for Andy McDonald, having been on board with Upstream for quite awhile now and extremely dedicated to a complete satisfying omnichannel experience for both customers and agents. He also has extensive experience in this field so this will be a seamless transition for him and the Upstream team. 

Edited by Ken Briodagh