Real-World Case Studies and Customer Success Stories with Upstream Works

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.
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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 singl...e 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.
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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 differ...ent 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.
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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 ga...ve 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.
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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 s...upport. 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.
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Upstream Works for Finesse helped Paychex transform its customer care. Paychex wanted to offer digital options and improve service across channels. The solution gave agents one workspace for voice, e...mail, chat, SMS, and more. Paychex gained better data, improved agent experience, and higher efficiency. Over 70% of service provider interactions now happen through direct emails. UWF data helps Paychex predict costs, track trends, and make real-time decisions.
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Upstream Works for Finesse helped Mitchell 1 improve contact center performance. Mitchell 1 needed better reporting, flexibility, and a unified customer experience. UWF gave them one workspace for al...l customer communications and dynamic agent management. They saw a 66% improvement in average speed of answer and an 80% reduction in abandoned calls. Mitchell 1 now has better data, more personalized service, and ongoing improvements in customer experience.
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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 Mediase...nse 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.
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United Airlines wanted to improve its customer service. They worked with Upstream Works and Cisco to create a new service called Agent on Demand. This service lets customers get help through video, c...hat, or audio. The goal was to make customer service easier and more flexible. United Airlines and Upstream Works leaders talked about how this project changed the customer experience.
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