Upstream Works for Finesse Customer Experience Management
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Human Resources Case Studies and Customer Success Stories with Upstream Works
Paychex
- Human Resources
- Large
Upstream Works on Finesse helped Paychex transform its customer care. Paychex improved agent experience with an intuitive omnichannel workspace. The... solution integrated all channels, including voice, chat, and email. Paychex saw better efficiency and data-driven innovation. Customers now get a more personalized and rewarding experience.
Upstream Works for Finesse helped Paychex transform its customer care. Paychex wanted to offer digital channels and improve service flexibility.... The solution unified voice, email, chat, SMS, and more in one workspace. Agents now have better tools and data for every interaction. Over 70% of service provider interactions are now direct emails, tracked and routed efficiently. Paychex uses real-time data to improve service, predict costs, and support growth.
Paychex wanted to improve its customer service and update its phone system. They needed to offer more digital options for... their clients. Paychex chose Upstream Works for Finesse for its omnichannel support. The solution let agents help customers on many channels like phone, email, chat, and SMS. Paychex saw better agent experiences and more efficient work. They plan to use the solution for all their service staff and keep adding new features.
Automotive Case Studies and Customer Success Stories with Upstream Works
Mitchell 1
- Automotive
- Medium
Upstream Works on Finesse helped Mitchell 1 improve customer experience by unifying phone and email channels. The company saw a... 66% improvement in average speed of answer and an 80% reduction in abandoned calls. Mitchell 1 gained better reporting and full visibility into the customer journey. The solution integrated with Cisco Dialer and Mediasense for seamless communication management. Mitchell 1 continues to expand with email rollout and CRM integration.
Mitchell 1 used Upstream Works for Finesse to improve contact center operations. They needed better reporting, flexibility, and a smoother... customer experience. After switching, they saw a 66% faster average speed of answer and 80% fewer abandoned calls. Supervisors can now adjust agent skills quickly. Mitchell 1 also uses detailed reporting to understand customer needs and improve products. The solution helps them deliver a more personal and efficient service.
Mitchell 1 had a complicated and outdated system. It was hard to make changes and did not have good reporting.... They chose Upstream Works for Finesse for phone and email, with Cisco Dialer and Mediasense integrations. The new system gave them a unified agent desktop and better reporting. They saw a 66% improvement in average speed of answer and an 80% reduction in abandoned calls.
Banking Case Studies and Customer Success Stories with Upstream Works
Progressive Credit Union
- Banking
Upstream Works on Finesse helped Progressive Credit Union integrate ten banking systems. Agents gained instant access to key data, improving... efficiency and service across all channels. Members received more personalized banking experiences. The credit union improved service levels and agent productivity. The solution enabled easier training and better business analysis.
Progressive Credit Union wanted to improve service levels and efficiency across all channels. Members wanted personalized help on any channel.... Agents needed easy access to information from ten different systems. Upstream Works for Finesse integrated all applications for agents. This gave agents instant access to important information. The credit union improved service, efficiency, and planned for growth.
Telecommunications Case Studies and Customer Success Stories with Upstream Works
Large Telecom Provider
- Telecommunications
- Very Large
Upstream Works on Finesse helped a large telecom provider remove channel silos and unify communications. The company integrated phone, chat,... and email into one agent desktop. Agents now see all customer data in real time. Customers get consistent service on any channel. The provider improved efficiency and gained enterprise-wide reporting.
A large telecom provider had three business units, each with separate communication channels. This caused problems with service consistency and... made agents' jobs harder. Upstream Works for Finesse gave agents a single desktop for all channels and integrated customer care and survey apps. Now, customers get the same service on any channel. The company removed silos, improved efficiency, and gained better reporting across the business.
Retail Case Studies and Customer Success Stories with Upstream Works
Origami Owl
- Retail
Origami Owl wanted to give great customer service and help their agents do better. They chose Upstream Works for Finesse... to manage phone and email in one place. This made it easier for agents to help customers and see all their work. Origami Owl saw a 97% drop in wait times and a 35% drop in transaction costs. They also became more productive. The company plans to keep improving with more features in the future.
Insurance Case Studies and Customer Success Stories with Upstream Works
A prominent Health Insurance provider
- Insurance
A health insurance provider wanted to improve service across channels. Agents needed to access information from many systems to answer... member questions. Upstream Works for Finesse gave agents a single desktop for all channels and unified data. This made it easier for agents to help members and improved agent productivity and retention. The company eliminated 250,000 calls per month with the new solution.
Other Industry Case Studies and Success Stories with Upstream Works
United Airlines
- Airlines
- Very Large
Chicago, USA
United Airlines used Upstream Works and Cisco to launch Agent on Demand. This new service lets customers connect with agents... by video, chat, or audio. The goal was to improve customer service for travelers. United Airlines and Upstream Works worked together to make the experience seamless. Executives from both companies shared insights on the project.
