At Upstream Works, we have a rich history of delighting customers. We have a deep understanding of how to deliver customer delight not only for our customers but our customer’s customers as well.

Earlier this month at Cisco Live 2023 Americas, event attendees saw demos first hand in the Webex Partner and Integrations Pavilion to learn about the newest innovations and applications driving the next level of customer experience (CX) transformation. The Upstream Works on Webex Contact Center (UWW) solutions showcased innovative next-gen CX that enhance Webex Contact Center including advanced integrations with Webex Connect and Webex Video engagements.

Upstream Works on Webex Contact Center (UWW) is purpose-built to enable real-time, personalized, and seamless customer experience (CX) and support cloud migration flexibility by providing a finesse-like user experience with a consistent agent desktop experience across Cisco platforms.

Upstream Works has been a long-time Cisco solutions partner, and 15 years into our partnership we are thrilled to showcase the UWW agent desktop solution that enables streamlined workflows and next-gen CX with an advanced omnichannel agent-first desktop on Webex Contact Center.

Use Case | Upstream Works and Webex Video Solutions

The Webex Contact Center Pavilion at Cisco Live showcased how Cisco enables United Airlines Webex Meetings Video engagements with the Upstream Works desktop and seamless integration with Webex Meetings Video for real-time, personalized, efficient and convenient customer experiences. 

Upstream Works on Webex Contact Center

At Upstream Works, providing the best possible agent experience is at the heart of what we do. The enterprise-ready, UWW agent-centric desktop solution with advanced omnichannel and application integration capabilities, connects all channels, interactions, applications and context-data and empowers agents to provide exceptional next-gen CX across those channels.

The full-featured UWW desktop solution is optimized for enterprises with integration and innovation flexibility and enables contact centers to personalize engagements and increase efficiency with a scalable and cost-effective platform that fits into their complex business environments. The platform flexibility allows organizations to enhance Cisco investments with technologies like Webex Meetings Video and innovate with AI-powered engagements.

The digital channel flexibility supports voice, email, web chat, messaging, co-browse, social, bots, AnyTask, Webex Connect (SMS, WhatsApp, Twitter DM and Facebook Messenger), Webex Meetings Video, and more. With full visibility of the customer journey, knowledge management, productivity and collaboration tools, agents can focus on offering an exceptional next-gen CX, providing personalized engagements and faster resolutions.

UWW enhances existing Cisco investments, and seamlessly integrates with multiple AI, business applications and CRM systems, allowing contact centers to streamline workflows, increase efficiencies and provide effortless agent and customer engagements. The fully integrated, end-to-end solution allows organizations to automate with Webex Meetings Video, AI, bots, and RPA, and is supported with enterprise management capabilities, including reporting and actionable insights.

The Upstream Works on Webex Contact Center omnichannel solution is now on the Webex App Hub.