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Upstream Works Releases Upstream Works for Finesse at Cisco Live

Upstream Works Features Cisco Finesse Agent Desktop Functionality (June 12, 2012)

TORONTO, ONTARIO -- (Marketwire) -- 06/12/12 -- Upstream Works, providers of multichannel insight and automation solutions for contact centers, announced the debut of Upstream Works for Finesse. Upstream Works for Finesse enhances Cisco Finesse with easy to use gadgets that are designed to improve agent, business and customer experience.

"Our strength in role tailored contact center interfaces, along with our easy to use multichannel data mart for business intelligence, helps call centers eliminate calls and provide consistent service across channels," said Rob McDougall, Upstream Works President. "Upstream Works for Finesse extends all of these capabilities into the Cisco Finesse framework, to increase FCR, eliminate desktop silos and improve overall channel performance for any Cisco based contact center."

"The software builds on the openness of Finesse by exposing Upstream Works' functionality through a rich set of APIs. Developers can freely mix Cisco and Upstream Works APIs to create new gadgets." said Jerry Sokol, Upstream Works Chief Technology Officer. "Included is the capability to exchange data and coordinate workflow between multiple gadgets which provides contact centers with control and flexibility in the ever changing contact center environment."

Upstream Works for Finesse is available from Upstream Works directly or through their distribution partners. More information about Upstream Works for Finesse can be found at

About Upstream Works

Upstream Works' solutions improve channel efficiency, allowing a business to track and manage customers across all interaction channels. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works data lets you easily move from summarized KPIs to individual customer contacts, which are linked to recordings, survey results and other records of customer experience.

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