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Upstream Works for Finesse Version 2.4 Now Available
June 18, 2015
Upstream Works for Finesse Version 2.4 now available
We are pleased to announce that the latest release of our Upstream Works for Finesse (UWF) software is now available.
Upstream Works for Finesse is an award winning, web-based, smart agent desktop solution that simplifies the customer and agent experience. Using gadgets for Finesse to blend multiple channels such as email, chat, SMS and social media, UWF provides agents with a real-time, 360 degree view of the customer’s interaction history putting the entire customer journey in the hands of the business and delivering a complete First Contact Resolution solution.
Version 2.4 introduces a number of great new and revolutionary features that we think you’ll enjoy.
Some of these features include:
SLA BASED ROUTING WITH SCHEDULES
· Create and apply business hour rules to skills.
· Auto routing of tasks with highest SLA to the next available agent.
BLENDED QUEUE
Blended email, chat and other channels to universal agents with Blended Queueing:
· Skills and routing configured in Cisco PBX
· Delivery priorities dependent on Cisco PBX
· Use in conjunction with UWF Omnichannel Routing
ANYTASK ROUTING
Our proprietary Task Based system routes any type of third party task to an available agent while providing full omnichannel reporting & tracking.
Supports:
· Blended and Omnichanel Queues.
· SLA Based Routing.
· RightAgent Routing.
· Host Enhanced Routing.
RIGHTAGENT ROUTING
Connect customers with a preferred agent or the agent they last interacted with whenever possible.
Improves agent efficiency for multiple contacts and provides more personalized service.
Click here for a quick summary on our new features
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