Workforce Optimization Software Featured Article

Upstream, NextNet Partner to Deliver Omnichannel Excellence

August 03, 2017

By Maurice Nagle,
Web Editor

In customer service, there’s no margin for error. From the first point of contact through resolution, the customer experience must be nothing short of exceptional. Typically, this first point of interaction is the contact center, making one’s contact center solution and staff in place imperative to a successful business.


This week, omnichannel contact center solution firm Upstream Works (News - Alert) Software LLC. announced a new partnership with NextNet Partners to easily and quickly deliver robust contact center solutions.

The solutions will be built on the Cisco (News - Alert) Collaboration Platform, utilizing Upstream Works for Finesse (UWF) as a key component, as it offers the scalability and flexibility required to support the constantly evolving digital and voice customer journey.

"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," said Rob McDougall, President and CEO, Upstream Works. "Together, we are meeting the growing demand for solutions that empower clients and transform the agent and customer experience."

Upstream has made omnichannel its focus for some time, as via a Single Agent Desktop all applications, interactions and channels are linked. Couple this expertise with NextNet knowhow when it comes to delivering myriad of technology solutions across verticals. The pairing proposes an improved customer experience, business performance and ROI.

"We're proud to add Upstream Works to the NextNet Partners family and our Customer Collaboration Practice," said Phil Calzadilla, CEO, NextNet Partners. "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."

From workforce optimization and call recording, to communications and CRM, the proper tools create a foundation for the contact center to flourish. You only get one chance to make a first impression, so make it a good one.




Edited by Alicia Young



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