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 personalized customer experience (CX) on any channel.
A Full-Featured Agent Desktop to Connect All Interactions
The Upstream Works contact center agent desktop is easy to navigate and provides an omnichannel workspace to handle every type of communication, including voice, email, chat, SMS, messaging, video, co-browse, social, bots, smart chat, conversational AI and more.
Simplify agent workflows with Outbound customer interactions from the Task Bar for better agent and customer engagements.
Boost agent productivity with the new Virtual Agent Portal that integrates with artificial intelligence (AI) applications to power guided agent experiences and personalized CX.
Upstream Works is remote agent ready with VPN-less access for additional flexibility, enabling agents to provide superior CX from wherever they choose to work.
Omnichannel Capabilities
Our solutions provide consistency for all voice and digital interactions through our enhanced agent desktop and enterprise-wide reporting and analytics.
We go beyond traditional phone, email and chat channels to support every contact type, from social channels to 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 choose to contact you.
Unified Digital Messaging
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, Facebook Messenger, TwitterDM, 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 and Context
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 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. e Salesforceand Microsoft Dynamics®.
Team Collaboration and Communication
The Upstream Works contact center agent desktop enables effective collaboration, team communication and knowledge 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.
Knowledge Management for Optimized 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 an improved customer experience – one 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
The Agent and Supervisor Dashboards provide a visual display of pre-set omnichannel KPIs and metrics with real-time status views or historical trends, including First Contact Resolution (FCR) and Customer Effort Score (CES). Visual KPI data is shown in multiple formats making it easy to focus and take action. Agents and Supervisors can group and filter KPI views, enabling them to monitor key metrics and make fast, data-based decisions to improve performance.
A Desktop for Back Office Digital Workers
Give back office digital workers the same capabilities as contact center agents with Upstream Works. Our 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