Upstream Works Software Joins Forces with NextNet Partners to Improve Omnichannel Customer Experience

Upstream Works Joins Forces with NextNet Partners to Improve Omnichannel Customer Experience

Sudipto Ghosh

August 8, 2017

Upstream Works And Nextnet Partners Team Up To Increase Customer Engagement And Collaboration Options For Clients

Upstream Works, a provider of Omnichannel Contact Center solutions, has announced a new partnership with NextNet Partners, to provide integrated communications solutions on the Cisco Collaboration platform. Together, they are making it easier and faster to deploy effective solutions that meet the needs of clients and deliver real business value.
Upstream Works Focus at Transforming the Agent and Customer Experience

Rob McDougall, President and CEO, Upstream Works, said, “We’re excited to be working with NextNet Partners. The collaboration is an opportunity to extend and complement our products and services with an innovative and growing company that is committed to communications excellence. Together, we are meeting the growing demand for solutions that empower clients and transform the agent and customer experience.”

Upstream Works has a strong history of omnichannel innovation specializing in simplifying and improving agent and customer engagements. Upstream Works for Finesse (UWF) provides a flexible, extensible solution that has been designed for the ever changing voice and digital customer journey. With UWF, the Single Agent Desktop acts as an anchor, enabling agents to easily access all customer interaction activity, history, and context for any channel, to deliver a more personalized and responsive customer care experience.

Upstream And Nextnet Team Up To Increase Customer Engagement And Collaboration Options For Clients

NextNet Partners and Upstream Works together have the expertise and experience needed to deliver a broad range of technology solutions across a variety of industries which improve ROI and enhance business performance.

Phil Calzadilla, CEO, NextNet Partners, said, “We’re proud to add Upstream Works to the NextNet Partners family and our Customer Collaboration Practice. The Upstream Works for Finesse solution is a perfect fit for understanding the customer journey. The solution enables our clients to improve their customers’ experience, all while delivering a superior agent interface and omnichannel reporting.”

Upstream Works helps organizations to improve the agent and customer experience while improving operational efficiencies with a Single Agent Desktop that connects all channels, interactions, and applications across the enterprise. Businesses gain flexibility and control with easy to use tools, full visibility, and consistent reporting across voice and all digital channels.

Currently, Upstream Works provides best-in-class Omnichannel Contact Center software to increase customer engagement and agent success. We bring the customer journey together across all digital channels, interactions, and applications with management simplicity and desktop elegance.