Advanced Omnichannel Contact Center Agent Desktop
Upstream Works delivers on the omnichannel promise with a connected, consistent and continuous customer experience (CX) across channels. Our integrated omnichannel desktop offers interaction automation and management, productivity and collaboration tools, and AI orchestration and flexibility, allowing clients to provide exceptional agent and customer experiences.
True Omnichannel
Upstream Works brings all channels into the contact center, including voice, email, web chat, messaging, video, co-browse, social, bots, AgentNow, AnyTask and more, providing consistent, connected and continuous CX. Customers have a unified experience, no matter how they choose to contact you.
Feature-Rich
The advanced Agent Desktop empowers agents to deliver personalized, responsive and consistent customer experiences and continuous conversations across every channel.
AI-Powered Engagements
Optimize the agent experience with AI-powered guidance, automate interactions, and power intelligent customer self-service.
Key features include:
- Advanced integrated omnichannel desktop
- Omnichannel interaction visibility, management and automation
- Seamless AI, Business applications & CRM integrations
- Omni AI Hub and AI orchestration
- AI-powered Agent Assist for real-time guidance
- Omnichannel knowledge management
- Reports, A/B Tests, Analytics & Insights
- Tailored solutions & rapid innovation and collaboration
Connected Omnichannel Customer Experiences
Exceptional omnichannel customer experiences require communication options on your customers’ terms – with their choice of channel. It means providing call center agents with an advanced agent desktop that brings together customer information from across the enterprise. A true omnichannel contact center consistently delivers services to customers across all channels, no matter where their customer journey takes them.
Upstream Works provides omnichannel customer experience capabilities to Cisco Finesse, Webex Contact Center, Amazon Connect, and Digital Solutions for back office and digital workers across the enterprise.
Our scalable web-based architecture is flexible and easy to deploy. Leverage existing infrastructure with seamless integration capabilities for a lower total cost of ownership and a rapid ROI.
Contact Center Solutions on Any Platform
Upstream Works connects to the platform of your choice, allowing you to leverage your existing technology along with the Upstream Works solutions to extend functionality, value and ROI. Get the most out of your investments with a unified agent desktop, seamless integrations and management simplicity.
Contact Center Software Integration
Bring all your data and tools together in one platform with seamless integrations to channels, AI and business applications, and CRM platforms and databases. Extend the value of investments, reduce training time and increase overall productivity.
- Channel Integration – Upstream Works provides consistent handling, management and reporting of contacts across any channel to easily support the entire omnichannel customer journey.
- Desktop and Data Integration – Connect to and extend all integrations, including application screen pop, click-to-dial, data exchange, and more, to fully leverage the valuable data in your existing infrastructure.
- Integration to Any Application – Get full integration to existing and future verticals, legacy business applications, AI applications, and CRM platforms like Salesforce® and Microsoft Dynamics®.
- Omni AI Hub – Flexible AI integrations allow on-premise and cloud contact centers to connect with our native Upstream Works AI model and/or third-party AI.
Omni AI Hub & AI Orchestration
Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that allow on-premise and cloud contact centers to operationalize their choice of AI, accelerate innovation, and enable contact center automation. Omni AI Hub powers virtual customer self-service and real-time agent assistance and features AI flexibility, AI Messaging Link, Agent Assist, Assist Knowledge, and Performance Analytics.
The Omni AI Hub provides contact centers with the flexibility to choose their AI, including our native Upstream Works AI model, operating on-premise and cloud (VPC), and third-party AI, to power virtual customer assistance and agent assistance. With fully integrated AI and omnichannel desktop solutions, on-premise and cloud contact centers can quickly augment productivity and gain efficiency.
Upstream Works Assist Knowledge Management
Upstream Works Assist is an intuitive, AI-powered contact center knowledge management system that provides both agents and customers with accurate and informed answers. The collaborative and sharable information can be accessed on any channel across the enterprise, ensuring agents are able to easily find the right information to deliver accurate and quick service. Upstream Works Assist also provides a self-service option that allows customers to resolve issues with the help of an FAQ-style webpage. With Super Search and Natural Language Processing, Assist offers excellent content findability and contextual content suggestions.
Customer Journey Analytics, Omnichannel Reporting & Management
Upstream Works provides flexible reporting for performance optimization. Get convenient access to actionable information, how and when it’s needed. Our omnichannel contact center solutions include a rich set of standard historical reports and real-time statistics for insights into all the data collected.
- Meaningful Metrics and Analytics for all channels, including First Contact Resolution (FCR) and agent solve rates
- Standard Key Performance Indicators spanning durations, counts, averages, percentages, and more
- Supervisor Tools and Interactive Gadgets for quick insight into queue statistics, team performance and task management capabilities
