Upstream Works Announces Smart Chat & Simplified Management

Upstream Works 5.1 features richer self-service, ease of administration and greater efficiency.  

WOODBRIDGE, ONTARIO (October 6, 2022) – Upstream Works, a provider of omnichannel contact center solutions, announces today Upstream Works Desktop 5.1, which offers enhanced Chatbot communications with Smart Chat for Unified Digital Messaging (UDM) and simplified management with the new Application Configuration Interface.

Upstream Works contact center desktop solutions simplify and improve the agent and customer experience with an enhanced agent desktop, integrations to AI and business applications, and a unified customer journey. With Upstream Works, organizations can innovate with new and emerging technologies while achieving cloud migration flexibility.

This latest release, Upstream Works Desktop 5.1, features the new Smart Chat, which is an addition to the existing Unified Digital Messaging (UDM) set of channels. Smart Chat provides greater flexibility for Chatbot integrations, allowing clients to choose their own Chatbot. Smart Chat also includes structured messaging which supports rich content sent by bots, including quick-reply buttons and calendar pickers, enabling fast and easy communication for customers.

The new release also includes an Application Configuration Interface, which provides a dedicated space to manage, deploy and upgrade Upstream Works customer configurations. The new interface improves the upgrade process, reduces effort and offers ease of administration.

“Our focus at Upstream Works is to help contact centers make the best use of new artificial intelligence applications,” says Rob McDougall, CEO of Upstream Works. “Our new Smart Chat channel elevates the self-service experience and reduces customer effort by providing quick and easy ways for customers to provide information to a Chatbot. It helps operationalize AI applications to create more flexibility for our clients and take some pressure off their agents, who can focus on handling more complex issues.”

Learn more about Upstream Works omnichannel contact center solutions here.

About Upstream Works

Upstream Works provides best-in-class omnichannel contact center software to increase customer engagement and agent success. The customer journey comes together across all channels with an intuitive desktop, seamless integrations and consistent management. For more than 15 years, Upstream Works has been developing flexible solutions for organizations wanting to improve the customer experience, operational efficiency and long-term business growth.

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For more information, contact:

Matt Greenfield
Uproar PR for Upstream Works
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