The biggest challenge to an optimised customer experience is dis-integration. If your business operates using separate systems, departments, information and databases, it is impossible for agents to work productively.

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THE CHALLENGE

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These silos drive inconsistency, errors and inconsistent service to customers, opening the door for competitors to sweet talk them away from your business. By connecting and unifying existing systems across lines of business, brand ambassadors have all the tools, information and insights needed to provide personalized, predictive customer care.

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IMPROVE YOUR CX

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Every organization has a different approach to customer care. Whether your business spans across multiple geographies, has complex integrations, or requires a personalised approach, Upstream Works’ flexible integration strategy enables organizations to integrate best-of-breed open SaaS, on-premise and cloud applications. Organizations of all sizes and in all industries are embracing integrations as a means to adapt to the pace of technological change and the increasing number of systems and applications used by businesses and consumers today.

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BE WHERE YOUR CUSTOMERS ARE

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 Customers may reach out in a number of different ways, and frequently move between channels when engaging with your brand. At any time they expect their issues to be handled effectively, whether they’ve chosen to interact with your business via social media, chat, phone or bot. An effective omnichannel integration strategy means providing a channel-less experience, giving you the KPIs, reports, and analytics needed for accurate and predictive measurement of channel activity and performance. Upstream Works for Finesse brings together all channels, interactions and applications across all lines of business for a seamless, effortless, and informed customer experience.

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THE KEY BENEFITS OF UWF

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Since deploying a UWF solution, existing Upstream and Natilik customers have reported a 23% improvement in first contact resolution, and a 16% improvement in agent efficiency. Upstream Works for Finesse brings:

  • The flexibility to support any requirement, tailoring solutions that cross departments and enterprises
  • Multiple integrations with CRMs, workforce management systems, journey mapping, backend databases, and legacy systems
  • The ability to leverage applications with screen pops, click to dial or data exchange. Presenting agents with full contextual customer profiles and interaction history from many systems, while not actually requiring them to be integrated together
  • Best-in-class integration– with a CRM like Salesforce or Microsoft dynamics, or even a vertical application for Healthcare, Financial Services or Retail Upstream seamlessly integrates to them all. Providing a single channel for working with any customer communication cloud

 If you’re interested in hearing more about what Upstream and Natilik can do for your CX, then click here to watch our latest Natilik Live or contact us to hear back from one of our CX Specialists

 

Laura Keen, Marketing Executive

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