Omnichannel CX Made Easy
Deliver seamless interactions whenever and wherever customers connect. Build loyalty and advocacy with experiences that feel easy, dynamic and human. Provide full omnichannel engagement with the right balance of personalized service and simple self-service options.
A True Omnichannel Customer Experience – Seamless, Consistent, & Effortless
Connect and engage with your customers on any channel they choose – voice, email, web chat, SMS, messaging, social, video, co-browse, smart chat, bots, AgentNow, and more.
Omnichannel engagement is about more than simply offering these channel options. It means providing SLAs, queuing, real-time monitoring, and cross-channel management and reporting. It means providing agents with a dedicated unified desktop that integrates all channels and interactions – for a consistent and measurable customer and agent experience.
AI-Powered Agent Assist & Personalized CX
When a customer emails, chats, calls, messages, or reaches out – they want to be greeted personally and recognized for their previous interactions, choices, and entire journey with the organization. No one has time to repeat themselves and keep tabs on which agent they spoke with last and what was said.
AI-Powered Agent Assist provides real-time guidance and insights, including sentiment, intent, conversation summaries, and transcriptions. Agents have a full view of the customer’s journey with Interaction History and context, giving agents the information they need to provide exceptional customer experiences.
AgentNow Instant Live Customer Support via QR Codes, Links & Kiosks
AgentNow provides a fast and convenient way to digitally connect customers with contact center agents and subject matter experts (SMEs) using a mix of video, voice and chat.
AgentNow allows customers needing assistance to quickly connect with an agent by scanning a QR code or through a simple web interface on a mobile device or kiosk, and selecting face-to-face video, voice or chat. Customers can easily transition across channels for seamless conversations and quick resolutions.
Provide instant access to agents and support in-person staff during peak periods by leveraging remote agents and experts across your business network.
Live Video & Co-Browse CX Engagements
The Upstream Works Desktop seamlessly integrates with Webex Video to enable face-to-face engagements. Empower video agents to provide easy escalations and meaningful interactions. With Smart Chat and Webex Video, customers and agents can escalate chat interactions to chats with audio or chats with video for smooth and continuous conversations.
Upstream Works Co-browse enables real-time, secure collaboration between customers and agents. Agents and customers can navigate the web together and can guide the interaction. Enhance engagements with easier guidance and better support by working together to fill in forms, change settings, purchase items, and more.
Unified Digital Messaging & Connected CX Journeys
A customer’s conversation with your brand is rarely a single path. It might start with a bot, move to an agent-assisted chat, continue the next day via a phone call and co-browse to fill out a form, and finish with sending supporting documents via email. Make sure the context from the entire journey is captured, leveraged, and shared for seamless, consistent, and effective CX.
Unified Digital Messaging (UDM) seamlessly integrates with Webex Connect for easy, consistent and continuous conversations across multiple platforms, including SMS, WhatsApp, X DM, Messenger, and third-party bots.
With Upstream Works’ Unified Digital Messaging, agents and customers enjoy a continuous conversation across messaging platforms for a truly seamless experience.
Self-Service & Human Experience
Artificial Intelligence (AI) and Chatbots optimize customer experience and self-service, quickly answering routine questions and assisting with simple transactions. For more complicated engagements requiring a human touch, customers need agents to be experts – knowledgeable and ready to solve issues that have escalated in complexity.
Upstream Works makes sure that the handoff from bot to agent is seamless – with the full bot transcript presented with the escalation, enabling the human agent to easily take over from where the bot left off. When done right, bots support not just a great customer experience, but an agent one too.
Social Customer Care & Actionable Insights
Effective Social Care can provide insights into customer sentiment and valuable feedback on products and services, as well as offering customers a convenient communication channel. Upstream Works enables social care teams to monitor and escalate social posts to the contact center with messaging and listening for:
- Facebook, Google, X, and more
Upstream Works Social Care ensures continuous engagement across all channels in your contact center and across your organization.
The Channel-less Digital Experience & Seamless CX
Delivering on the omnichannel promise means ensuring a singularly exceptional customer experience across any channel – providing easy resolutions whether it’s a phone call, email, chat, messaging, video, co-browse, social, chatbot, or a new channel in the future.
Give your customers true omnichannel convenience while driving better engagement and business results.
Effective Work-From-Home Solutions & High-level CX
As contact centers adopt a hybrid and remote workforce, Upstream Works helps maximize productivity while maintaining high-level CX through operational flexibility, enhanced collaboration tools and ease of management.
With the Upstream Works advanced Agent Desktop, agents have remote access to everything they need to assist customers quickly and effectively across all channels. Managing teams is easy — supervisors can send real-time team communications and leverage reports, analytics and CX insights for on-the-fly resource management. Our flexible licensing model supports dynamic business needs, like changing staff loads and shifting schedules. Learn more.