Advanced Omnichannel Contact Center Solutions on the Platform of Your Choice
Upstream Works omnichannel contact center desktop solutions are available on the platform of your choice, including Amazon Connect, Cisco and Webex contact centers and digital-only desktop solutions for the contact center and back office.
Upstream Works on Amazon Connect
Upstream Works on Amazon (UWA) is an enterprise-ready cloud-based contact center solution that enhances Amazon Connect with a unified desktop, digital channels, and the flexibility to scale up or down as needed.
Upstream Works on
Cisco Enterprise
Upstream Works on Finesse (UWF) is a flexible omnichannel solution that enhances Cisco Finesse with consistent interactions on any channel and seamless business application integration across the enterprise.
Upstream Works on
Webex Contact Center
Upstream Works on Webex (UWW) is an advanced omnichannel cloud desktop solution that enables personalized and convenient CX at scale. UWW is enterprise-ready, fast to deploy, reliable, scalable, and secure.
Upstream Works
Digital Solutions
Upstream Works Desktop (UWD) is a digital solution for Contact Center and Back Office operations. It can operate as a standalone solution or connect with other Upstream Works desktop solutions, including UWA, UWF and UWW.
Virtual Customer Self-Service and Agent Guidance
Reinvent your contact center and tailor the customer experience (CX) on the platform of your choice. Upstream Works’ advanced AI and omnichannel solutions enable organizations to accelerate innovation and digital transformation with context-rich interactions, personalized engagements and increased productivity.
Upstream Works Omni AI Hub is a centralized framework and suite of AI capabilities that power virtual customer self-service and real-time agent guidance. On-premise and cloud contact centers can operationalize their choice of AI, including the native Upstream Works AI model and third-party AI, to accelerate innovation and enable automation.
Omnichannel Solution Flexibility
Accelerate CX transformation with Upstream Works omnichannel contact center solutions. Empower your organization to deliver personalized engagements across any channel with an enterprise-ready solution for in-office or virtual contact centers.
We enable organizations to leverage existing technologies and their contact center platform of choice, including Amazon Connect, Cisco Enterprise, Webex Contact Center, and a stand-alone digital solution.
Exceed customer expectations and build long-term business value.
Integrated Omnichannel Desktop Solutions
The Upstream Works Agent Desktop connects customer interactions with real-time visibility, productivity tools, collaboration features and access to knowledge management. Streamline workflows and improve agent productivity with blended human and automated engagements, interconnected data and systems, and centralized reports and analytics. This results in consistent and more personalized customer engagements.
Our scalable, web-based architecture is flexible and easy to deploy. Enhance your on-premise or cloud contact center platform with advanced productivity and seamless integration capabilities for a cost-effective solution with a rapid ROI.
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Seamless CX Conversation Across All Channels
Upstream Works powers continuous customer engagements and blends all conversational data, Interaction History and rich reports and analytics for informed CX and optimized team performance. It features cross-channel engagements on all channels, including Voice, Email, Web Chat, SMS, Messaging, Co-browse, Social, Bots, AgentNow, AnyTask, and more.
Omnichannel Management, Reports and Analytics
Upstream Works provides comprehensive omnichannel contact center reporting and analytics for performance optimization. Get a rich set of standard historical reports and real-time statistics for actionable insights.
- Omnichannel Contact Center Dashboards, Reports and Analytics include First Contact Resolution (FCR) and agent solve rates
- Business, Operational, Transfer and Detail Reports for insights into operational data
- Supervisor Reports for quick insight into queue statistics, team performance and task management
