Tech Intelligence Bulletin (HG Insights) – Upstream Works Software, a provider of Omnichannel Contact Centre solutions, is partnering with Selligent to enable and deliver effective, integrated, enterprise-wide customer engagement solutions.

Selligent’s intelligent omnichannel experience and marketing platform enables companies to engage and maximize every moment with connected consumers. Upstream Works delivers connected, omnichannel CX solutions to businesses, improving agent and customer engagements through its capture and application of contextual data.

Innovative customer engagement solutions

Together, the two companies will jointly deliver innovative and flexible solutions through a deep integration that will surface Selligent’s rich consumer-specific data and insights, including all interaction, transaction and behavioral data, coupled with intelligent recommendations for next best offers, onto the Upstream Works desktop. This will allow agents to drive additional sales and be more productive in their conversations with end consumers.  

“Customers embrace social media”

“The boundaries that separate marketing efforts from contact center activities are quickly dissolving as customers embrace social media and other non-traditional channels to engage with their providers,” said Rob McDougall, President and CEO, Upstream Works. “Integrating with Selligent allows our clients to use actual customer interaction data in marketing. This will directly improve the impact of every marketing dollar spent, and ensure that the customer experience is germane, based on information that was directly provided to contact center agents.”

“Drive employee productivity”

“Data is at the heart of our platform and having a universal view of the customer is critical to delivering personalized experiences,” said John Hernandez, CEO of Selligent. “Partnering with Upstream Works will allow us to deliver a fully-integrated and extensible solution that empowers agents with omnichannel engagement insights to offer the next best action to consumers. This integration will help drive employee productivity and enable businesses to deliver the ultimate customer experience.”

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