Upstream Works on Finesse (UWF) Transforms CX While Protecting Your Investments
Upstream Works on Finesse (UWF) provides a flexible omnichannel solution that enables organizations to deliver consistent and personalized customer experiences across all channels.
Transform CX & Elevate Your Cisco Contact Center
Upstream Works on Finesse (UWF) offers omnichannel contact center solutions that support digital transformation, CX innovation and operational efficiency – all while protecting your existing investments. Connect digital channels and leverage new and emerging technologies without creating CX silos. Improve the agent experience with seamless integrations to multiple AI applications, business applications and CRM systems with minimal investment.
Evolve your Cisco infrastructure with migration flexibility for on-premise, private cloud and public cloud deployments. The agent desktop experience stays consistent as you evolve, eliminating additional training requirements while maintaining business rules and integrations.
- Digital CX with self-service and assisted service for convenient and personalized CX
- Migration flexibility including on-premise, private cloud and public cloud
- Agent Desktop consistency across Cisco Finesse and Cisco Webex Contact Center Solutions
UWF Omnichannel Cloud SaaS Solutions on Cisco SolutionsPlus
Upstream Works on Finesse Omnichannel Cloud SaaS Solutions are available on Cisco SolutionsPlus. Each offering includes an enhanced agent desktop, supervisor desktop reports and analytics, the option to add digital channels, AI and business application integrations, and Upstream Works Assist knowledge management for agent guidance and customer self-service.
UWF Standard Omnichannel Cloud SaaS Solution for Cisco UCCX
- Fast deployment model
- Upstream Works email and web chat
- Seamlessly integrates with Cisco UCCX and Webex CC
- Get started with 50+ seats
- Easy to scale and grow; purchase Premium Integration Services when you’re ready
UWF Enterprise Omnichannel Cloud SaaS Solution for Cisco xCCE
- Tailored enterprise solutions
- Agent Assist and real-time guidance
- Integration with Cisco UCCE, PCCE, HCS, WxCCE, and Webex CC
- Add integrations to AI business applications, and CRMs
- Tailor and grow the solution; purchase Premium Integration Services when you’re ready
Deployment Flexibility with Upstream Works on Finesse (UWF)
Provide exceptional omnichannel customer experiences on your customers’ terms – with their choice of channel. The UWF Agent Desktop brings together customer information from across the enterprise, enabling efficient and informed CX.
UWF goes beyond the traditional call center with a flexible agent desktop that can be delivered on-premise or as a cloud solution. Omnichannel-ready configurations are available.
The Upstream Works desktop supports all Cisco Collaboration platforms, including UCCX, UCCE, PCCE, and Webex CCE and Webex CC.
Advanced Omnichannel Contact Center Desktop for Cisco Finesse
The Upstream Works on Finesse (UWF) desktop delivers on the omnichannel promise with web-based gadgets and productivity tools in a single workspace for all channels and applications – all within Cisco Finesse.
UWF blends conversational data, Interaction History, and Advanced Analytics and Reports for informed CX and optimized team performance. It features cross-channel engagements for consistent and effective CX across all channels.
Omnichannel Experience
UWF goes beyond email and chat to bring all channels into the contact center, including Voice, SMS, Messaging, Video, Co-browse, Social, Bots, AgentNow, AnyTask, and more.
Feature-Rich Agent Desktop
The UWF agent desktop empowers agents to deliver personalized, effortless and consistent customer engagements across every channel.
Seamless Contact Center Software Integrations to Maximize Efficiency
Bring all your data and tools together in one platform with seamless integrations to channels, business and AI applications, CRM platforms and databases. Extend the value of your investments, reduce training time and increase overall productivity.
Customer Journey Analytics & Omnichannel Reporting
UWF provides flexible reporting for performance optimization. Get convenient access to actionable information, when and how it’s needed. UWF includes a rich set of standard historical reports and real-time statistics for deeper insights into contact center performance.
- Advanced Analytics & Reporting Platform: Interactive real-time and historical dashboards for actionable insights.
- Supervisor Desktop: Provides quick insight into queue statistics, team performance and task management.
Customer Management in the Contact Center & Back Office
Close the gap between contact center and back office operations with the Upstream Works Desktop (UWD). Give digital workers across the enterprise a full view of all customer interactions across all channels and associated digital activities, including FollowUps and cases.
UWD empowers digital workers across departments with enhanced productivity capabilities to easily view and track all customer interactions. With UWD, Back Office advisors have the same productivity tools and capabilities as UWF agents.
Upstream Works Assist Knowledge Base & Self-Service
Upstream Works Assist knowledge management is a centralized omnichannel, knowledge base.
Improve omnichannel customer experiences with Customer Assist, an external self-service online help center and knowledge portal on your company website. Expert Assist is an internal contact center knowledge management system that allows agents to work more efficiently while streamlining interactions.
Upstream Works Assist is an advanced feature that is available for Upstream Works on Finesse (UWF) and Upstream Works Desktop (UWD).
Upstream Works + Cisco SolutionsPlus
Enhance the Cisco contact center offering for a complete solution with Upstream Works products in the Cisco SolutionsPlus program. Cisco SolutionsPlus is a purchasing program for Cisco’s customers, channel partners and sales teams for selected third-party products and applications.
The following Upstream Works products are now available on the Cisco SolutionsPlus Program:
- Upstream Works for Finesse Productivity Pack
- Upstream Works for Finesse Digital Base
- Upstream Works for Finesse Omnichannel (UCCX)
- Upstream Works for Finesse Application Server Base
For more information about the Cisco SolutionsPlus program, visit the Cisco partner website.
