Advanced Agent Desktop for
Consistent & Personalized Customer Experiences
With the right tools, contact center agents will be empowered to do their jobs effectively and efficiently. The Upstream Works Agent Desktop ensures agents can provide a personalized customer experience (CX) on any channel.
AI-Powered Agent Assist & Omnichannel
Workspace Boosts Productivity
The Upstream Works contact center agent desktop is easy to navigate and provides an omnichannel workspace with Assist knowledge management to handle every type of channel, including voice, email, chat, SMS, messaging, video, co-browse, social, bots, smart chat, AgentNow, conversational AI, and more.
Boost agent productivity with AI-powered Agent Assist, providing real-time agent guidance and insights, including automated sentiment, intent and conversation summaries. The conversation area displays transcriptions and transitions, helping agents resolve issues faster and deliver more personalized and seamless customer experiences.
Agent Assist is part of Upstream Works Omni AI Hub, which provides the flexibility to integrate with the AI of your choice, including Upstream Works AI models and/or third-party AI.
Consistent Omnichannel Solutions – Seamless CX
Our omnichannel solutions provide consistency for all voice and digital interactions through our advanced agent desktop, CX journey and interaction management, and advanced analytics and reporting.
We go beyond traditional phone, email and chat channels to support every contact type, from social channels to AgentNow, video , co-browse, AI, bots, or manual tasks. All agent activity is measurable and optimized while customers enjoy a true omnichannel experience with your brand, no matter how they contact you.
Unified Digital Messaging Maximizes Impact & Customer Satisfaction
Enable effortless and continuous conversations across all messaging platforms with a single agent view. Easily transfer, consult and conference tasks across Web Chat, Smart Chat, SMS, Messenger, X DM, WhatsApp, WeChat, and more. Seamlessly add new messaging platforms as your requirements change with a flexible messaging connector. Full business and operational reports on all messaging platforms enable easy comparison of skill and SLA data, providing actionable insights to power operational improvements.
Full Visibility & Context – Optimize Customer Engagements
With our solutions, agents have the tools and insights to self-manage with a unified view of all interactions, tasks and queues. Call center agents can optimize every customer engagement with full visibility.
The Interaction Activity workspace gives agents a clear view of tasks in progress for current customers that are reserved for them, with other agents, or in queue, and they can leverage the full context to proactively select tasks. Easily view email, chat, SMS and third-party media transcripts and voice recordings to ensure the customer experience is streamlined, informed and personalized.
Collaboration & Communication Empower Teams to Succeed
The Upstream Works contact center agent desktop enables effective collaboration, team communication, knowledge, and information sharing for an effortless engagement experience.
Agent Collaboration: easily consult and conference with subject matter experts and send emails for review to resolve customer issues quickly, accurately and consistently.
Team Communication: real-time team messaging and stats with configurable thresholds that trigger alerts.
Knowledge Sharing: agent chat rooms and searchable media templates for knowledge sharing, team training and efficient issue resolution.
Notes & AI Summary: Contact Notes let agents record key details that are autosaved in Interaction History and transferable; AI Transferred Summaries auto-generate conversation highlights for added context and visibility.
Assist Knowledge Management
for Effective CX
Upstream Works Assist knowledge management provides an easy way to collect, manage and share knowledge for an improved CX on any channel across the enterprise. Organizations that collaborate and share information reap the benefits of a customer experience that includes accurate and consistent information and fast issue resolution.
Upstream Works Expert Assist: Provides agents with an easy way to retrieve precise content on demand. It is available through all of our omnichannel desktops, including Upstream Works on Amazon Connect (UWA), Upstream Works Desktop (UWD), Upstream Works on Finesse (UWF), and Upstream Works on Webex Contact Center (UWW).
Upstream Works Customer Assist: Organizations can provide an external-facing knowledge portal on their website. Customer Assist exposes FAQ-type information to website visitors, providing a self-service component to the customer journey.
Omnichannel Dashboards for Fast & Easy Access to Data
Gain valuable insights into contact center performance with powerful real-time and historical dashboards. Role-based dashboards and rich data visualizations offer easy-to-view key metrics and trends across customer experience, agent performance, and operational efficiency.
Interactive dashboards make it easy to spot issues, track progress and take timely action.
Dashboards* include:
- Contact Center Overview
- Customer Experience Overview
- Team & Agent Overview
- Real-time Performance
A Desktop for Back Office Digital Workers
Give back office digital workers the same capabilities as contact center agents with Upstream Works. Our digital desktop provides full visibility into customer interactions across all digital channels, from the front and back offices to the contact center. Streamline workflows by removing silos and increasing operational efficiency.
With the Upstream Works Desktop, agents and back office digital workers can:
- Track all customer-related interactions
- Have visibility to the full customer journey across the enterprise
- Prioritize work item allocation to all employees
- Contact center reporting and analytics
*Dashboards are available with the Upstream Works Advanced Analytics and Reporting platform. Customized dashboards and third-party data integrations require an additional license and PS engagement.