Upstream Works Receives TMC Labs Customer Interaction Solutions 2011 Innovation Award

Business Interaction Manager Honored for Outstanding Innovation

Toronto, Canada, September 10, 2011 --( Upstream Works announced today that TMC, a global, integrated media company, has named Business Interaction Manager as a 2011 TMC Labs Innovation Award winner presented by Customer Interaction Solutions magazine.

Rob McDougall, President of Upstream Works, comments, “This award is great recognition of something that every CEO is looking for as they try to demystify the customer experience and streamline it into a significant source of revenue and customer retention.”

Business Interaction Manager tells you what interactions are inhibiting or promoting successful business outcomes so you can improve the customer experience and reduce costs – from any customer touch-point. It makes makes every customer interaction visible, accountable and controllable.

“Congratulations to Upstream Works Software for being selected as a winner of a 2011 TMC Labs Innovation Award. Upstream Works Software deserves this great honor for creating Business Interaction Manager, a ground-breaking solution demonstrating innovation, superior quality and unique features,” said Tom Keating, CTO and TMC Labs Editorial Director. “I look forward to seeing other innovative solutions from Upstream Works Software as they continue to contribute to the future of the CRM and call center marketplace.”

"Upstream Works Software has established that Business Interaction Manager is truly innovative and has made significant progress in the advancement of the CRM and contact center industries," added Rich Tehrani, CEO, TMC. “We’re proud to reward this outstanding accomplishment with a TMC Labs Innovation Award this year.”

The TMC Labs Innovation Award honors products that display innovation, unique features, and significant contributions toward improving communications technology. The TMC Labs Innovation Award is granted to those companies demonstrating ground-breaking contributions to the industry.

The TMC Labs 2011 Innovation Award highlights will be published in the September and October 2011 issues of Customer Interaction Solutions magazine.

About Upstream Works
Upstream Works’ solutions connect customer experience to every aspect of your contact center performance. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works data lets you easily move from summarized KPIs to individual customer contacts, which are linked to recordings, survey results and other records of customer experience.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, InfoTECH Spotlight and Next Gen Mobility, premiering in September 2011, magazines., which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.

TMC is the producer of ITEXPO, the world’s largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive’s Fastest 50 Award List. TMC expects to accelerate ITEXPO West’s growth by bringing the show to Austin, one of the fast-growing technology hubs in the country. In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more! Visit TMC Events for a complete listing and further information.

For more information about TMC, visit

Upstream Works Software Ltd
Sabrina Baksh
1 800 808 5220, ext. 365
TMC Company Contact:
Jan Pierret
Marketing Manager
203-852-6800 ext. 228