Explore three key questions that leaders must address for successful implementation of AI in contact centers.
Celebrate CX Joy!
AI & Omnichannel Contact Center Solutions
Tailored for Exceptional CX
WHAT’S NEW
Our CEO, Rob McDougall, explores the merits of on-premise solutions for complex enterprise contact centers and why cloud isn't always the answer.
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series.
Bucher + Suter and Upstream Works announce a partnership to expand omnichannel options to their private cloud contact center clients.
This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX.
Explore three key questions that leaders must address for successful implementation of AI in contact centers.
Flexible AI solutions for on-premise and cloud contact centers to power efficient and effective CX.
Upstream Works AgentNow has received a Silver Stevie® Award for Innovation in Customer Service recognizing Customer Service and Contact Center Achievement.
Upstream Works AgentNow On-Demand Customer Service Solution Recognized for Exceptional Innovation by CUSTOMER Magazine.
United Airlines revolutionizes the travel experience with Agent on Demand, powered by Cisco and Upstream Works.
During the pandemic, video became a must-have communications tool, and it has transformed the way we work.
Announcing 6.0 | Bot optimization, AI reports, Dashboards, Webex Video CX and Upstream Works on Webex Contact Center (UWW).
WHO WE ARE
Exceptional Agent & Customer Experiences Across All Channels
Keep up with changing customer expectations and give your agents an enhanced agent desktop that will empower them to provide personalized, meaningful and efficient service. Better experiences start with Upstream Works omnichannel desktop solutions.
- Agent-First Desktop Solutions for Highly Productive Agents
- Enterprise-Ready and Support for Multiple Platforms
- AI-Driven Optimization and Innovation
- Personalized CX and Fast Resolutions
OMNICHANNEL CONTACT CENTER SOLUTIONS
Agent-First
Desktop
Unified agent desktop with productivity tools and visibility of all channels, interactions and applications for personalized CX and improved FCR.
Omnichannel
Flexibility
Convenient channel flexibility with voice, email, web chat, messaging, social, video, co-browse, bots, conversational AI and on-demand service with AgentNow.
Business Application Integrations
Integrate with any AI and business application and CRM system to streamline workflows and increase agent efficiency.
Team Management
& Collaboration
Simplify team management with the Supervisor Desktop, performance insights, omnichannel Dashboards, and collaboration tools.
Omnichannel
Reporting
Improve business outcomes with real-time and historical omnichannel Dashboards, reports and analytics including FCR, CES and bot analytics.
Platform
Choice
We offer flexible omnichannel contact center desktop solutions on multiple platforms: Amazon, Cisco, Webex Contact Center and digital.
Omnichannel CX & Self-Service
Offer customers easy and fast resolutions with consistent omnichannel engagements and AI-powered self-service across messaging channels.
Suite of
AI Capabilities
Our AI solutions power intelligent agent assistance and virtual customer assistance with automated summaries, intent, sentiment, and more.
Enterprise-Ready
& Secure
Upstream Works desktop solutions are enterprise-ready, scalable, flexible, secure, and are SOC 2 and HIPAA complaint.
Our Technology Partners
We’ve partnered with best-of-breed AI and technology partners to offer innovative and effective solutions that ensure business success. Integrate with any AI application to power agent assistance and conversational AI channels or bring all your data together with business application and CRM integrations.
Our Solution & Reseller Partners
We work with trusted solution and reseller partners around the world to offer comprehensive omnichannel solutions that support innovation and digital transformation.
BETTER EXPERIENCES FOR AGENTS & CUSTOMERS
Empowered & Productive Agents
Give your agents the tools they need to offer exceptional CX with a unified desktop and full visibility of CX journeys, interactions and data across all channels. Our agent-first desktop removes complexities from agent workflows and enables personalized engagements.
Helping AI Help Agents
Integrate the agent desktop with best-of-breed AI apps without creating new silos. Provide agents with real-time guidance across all channels with our suite of AI capabilities including the AI-powered Virtual Agent Portal for faster resolutions and better FCR.
Intelligent Self-Service & Customer Experiences
Offer convenient self-service and hyper-personalized CX on any channel. Upstream Works’ digital channel flexibility allows you to add channels and offer self-service options like chatbots for anytime support and easy escalations for a seamless customer journey.
Optimize Performance with Reports & Analytics
Upstream Works enables greater efficiency with consistent omnichannel reporting and metrics, including conversational AI and bots. Gain deeper performance insights and make data-driven decisions that will help you improve CX and agent productivity.
Reduce Agent Desktop Complexity
Streamline and automate agent workflows by seamlessly integrating the Upstream Works agent desktop with AI, business apps and CRMs. Give your agents one-click access to all the data they need to provide efficient customer engagements.
Innovation & Cloud Migration Flexibility
Innovate and evolve your contact center while leveraging existing and emerging technology. Our flexible omnichannel solutions allow you to migrate to cloud solutions at your own pace and maintain a consistent agent desktop experience for minimal disruption.
PRAISE FOR UPSTREAM WORKS
